Workforce Management and Real-Time Management Manager

Manager - WFM, RTM About the company SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone. SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work. Join us to shape the future of digital payment in India and unlock your full potential. What’s in it for YOU SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees Dynamic, Inclusive and Diverse team culture Gender Neutral Policy Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits Commitment to the overall development of an employee through comprehensive learning & development framework Role Purpose Responsible for facilitation of Dialer strategy and Dialer Metrics. Role Accountability Create Dialer Strategy for all existing & new Outbound processes of Customer Services Monitor the existing strategies and suggest modifications from time-to-time to improve productivity, effectiveness & Business revenue growth Create SOPs for all Outbound processes & Revise with version control Develop Site level load leveling for Optimum utilization of resources Collaborate with IT and Process owners for Automation of processes leading to productivity Increase Implement and execute approved dialer strategies Ensure parity across sites for the processes / procedures / strategies implemented Track daily activity closure and timelines Lead periodic Internal audit to identify gaps in implementation of dialer strategies and take corrective action Ensure all approvals are in place for any change implemented in dialer strategy Ensure that all dialing should be happen as per TRAI rules and regulations Ensure parity across sites for the processes / procedures / strategies implemented Interact with stakeholders, operating teams and strategy team, on regular basis to ensure accurate & timely implementation of dialing strategies Facilitate change management for efficiency and productivity related idea/initiative implementation. Participate in portfolio and Ops performance reviews Ensure process documentation and compliance adherence Measures of Success Agent productivity % achievement on assigned PEN and Contact rate targets New strategies reviews within TAT Process Adherence as per MOU Technical Skills / Experience / Certifications In-depth product and industry knowledge, Knowledge of Aspect dialer (Preferable) Knowledge of MS Excel and PowerPoint Experience of SQL & Oracle SQL Developer Preferred Exposure to multiple dialer platform and WFM tools Competencies critical to the role Analytical ability Stakeholder Management Process Orientation Detail Orientation Qualification Graduate in any discipline Preferred Industry FSI Experience Level Mid Level