Business :

- Monitor dialer & productivity metrics for the tele-calling agents as per given targets

- Ensure the daily Productivity benchmarks for all team members on - Calls, Pickups & Conversion are met.

- Timely allocation and 100% coverage on database assigned to the team

- Ensure ongoing review rhythm with stakeholders to identify opportunity areas

- Analyze action codes on daily basis and propose action plan to improve performance

- Execute planned strategies to achieve given OP Targets of resolution and normalization

- Co-ordination with Channel agnostic team for successful pick-ups

- Ensure proper documentation of customer interactions and raise alarms appropriately as per compliance procedures

- Ensure team adherence to Compliance Policy and TRAI Policies

- Investigate and close all VOC/Escalations within TAT

- Mentoring a team of 50-60 tele caller for selling SBI Credit Cards through open market channel

- Identifying new sourcing opportunities in the market.

- Guiding a team of Tele caller, Team Managers & Back Check Executives.

- Delivering on volumes (Accounts), COA, and defined profitability metrics.

- Maintain adequate number of manpower

- Monitor tele caller efficiency in terms of productivity.

- Track Application from end to end from dispatch till decisioning.

- Ensure appropriate training to Tele caller

- Ensure customer acquisition as per the sourcing mix.

- Keeping a check on all policy changes, marketing offers. Keeping communication flow of changes to team.

- Carrying out the training sessions for employees about the benefits and features of SBI Card.

- Ensuring audit parameters are adhered to in line with existing policies.

- Sustaining the relationship with vendors.

- Delivering presentations for monitoring & discussing monthly performance of credit card sales.

- Consistently try to achieve growth of business volumes.

Desired Characteristics

- Business Awareness

- Financial Ability

- Planning and organizing

- Negotiating

- Working in teams

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