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Senior Executive - WFM, RTM
3-5 years
₹ 2.4 - 6.5L/yr (AmbitionBox estimate)
Gurgaon / Gurugram
1 vacancy
Senior Executive - WFM, RTM
SBI Cards & Payment Services
posted 1mon ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
> Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaigns for each department group and to maximize utilization of agent productivity while logged into campaigns
> Need to track the Service level, Abandon, Forecast FD% with interval wise break up and manage mapping & un-mapping for the agent as per the work group
> Real time approach should be structured for RTM team to manage different triggers for RTA to perform the Service level and Abandon for betterment
> Manage break and training schedules without impacting business metrics and monitor the end-to-end Skill based routing setup and skilled based scheduling across all centers, Daily/Weekly/Monthly Analysis of Call Volume patterns and forecasting at location level
> Manage and publishes reports/Dashboards relating to Skill Assignment, Load Levelling, Service Config for Contact Center Platform.
- Responsible for facilitation of Dialer strategy and Dialer Metrics.
- Implement and execute approved dialer strategies
- Ensure parity across sites for the processes / procedures / strategies implemented
- Track daily activity closure and timelines
- Ensure all approvals are in place for any change implemented in dialer strategy
- Required to work in a 24*7 environment on rotational shifts/week-offs as per business process requirements.
- Ensure a continued work routine as per business process requirements.
- Ensure all activities listed below are completed daily.
Workforce forecast variance
Reduction in cost to serve
Timely mitigation of foreseeable risk
Timely and error free reporting to internal customers and management
Overall Service Level standard (SL)
Overall Abandonment Rate
Process adherence as per MOU
Expertise in MS Office tools, MS Access, SQL
Experience in the arena of Managing Aspect and Dialer Management Competencies critical for role with High Proficiency Teamwork and Collaboration
Business Acumen
Problem Solving
Stakeholder Management Key External Stakeholder(s) Marketing, Wipro, Aspect, IT Key Internal Stakeholder(s) Contact Center, Value Servicing, CS-Ops Non-Voice, Monitoring and Outsource Partners Must have Qualification Graduate in any discipline Overall experience in role 3 - 5 years of post-qualification experience Relevant Experience with respect to the role 3 - 4 years of experience in Customer Service- Call Center (Inbound) Preferred Industry (If any) BFSI
Employment Type: Full Time, Permanent
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Rating based on 154 Senior Executive
reviews
Anonymous · Other
in Gurgaon / Gurugram
there's nothing to like
overall culture and extreme favouritism, low salary benchmarks and no skills growth opportunities.
Read 154 reviewsSenior Executive salary at SBI Cards & Payment Services
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SBI Cards & Payment Services Benefits
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