Senior Executive - Dialer Support Analyst

About Us

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, color, 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

1. 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
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture 
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose 

Responsible for operationalizing dialer strategies for Inhouse & vendor locations by effective monitoring of floor operations & productivity metrics.

Role Accountability 

1. Scrub callable inventory from the Vision+ Dialer extract/CRM Dump.
2. Control dialer builds, refreshing tables, monitor floor operations for dialer performance and work with operations to optimize calling the best accounts at the best time.
3. Create table definition, dialer extract, disposition, route access, agent ID creation and mapping, services, time zone, etc.
4. Serve as a contact point for system questions, assess business needs, deployment of and problems to ensure that management is informed of functionality issues that arise.
5. 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.
6. Ensure timely preparation of MIS/Business reports.
7. Incorporate changes in MIS/processes suggested by stakeholders.
8. Recommend improvement opportunities based on trend analysis and observations.
9. Perform true caller cleanup activity for in-house and vendor sites as per agreed frequency.
10. Ensure weekly updating of DID flashing number for in-house and vendor sites.
11. Maintain daily calling status and contact database of all portfolios for various processes like NRD exclusion, portfolio account level reports.
12. Share best practices on dialer contact strategy to the DSAs on vendor site in alignment with business goals.

Measures of Success 

1. Portfolio Targets (PEN, Connect Rate, Contact Rate etc.)
2. Agent Productivity
3. Timely & accurate MIS/business reporting
4. Vendor SLA adherence
5. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Knowledge of outbound Call center and collection process
2. Knowledge of dialer strategies & systems
3. Advance knowledge of MS Excel and Access

Competencies critical to the role

1. Analytical Ability
2. Planning & Organizing
3. Result Orientation
4. Process Orientation

Qualification 

Graduate in any discipline from a  recognized Institute/University

Preferred Industry

Preferred Exposure to dialer platform and WFM tools