Job Profile:
● Real time monitoring of all metrics associated with inbound Contact Centre operations
● Monitoring Campaigns whenever launched, analysis of results and impact analysis
● Proactive identification, and flagging off of key challenges/impacted metrics
● Preparation and circulation of relevant reports and dashboards to relevant stakeholders including top management
● Forecasting & monitoring of forecast
● Proactive identification & resolution of issues impacting inbound/ Outbound Contact Centre performance
● Raising of poor-quality issues with top management of vendor and internally to ensure best in class quality on all calls
● Rationalization of scoring parameters to improve overall quality and customer satisfaction from time to time
KRAs:
● Real time monitoring of all Contact Centre metrics associated with inbound/Outbound
● Real time monitoring of all metrics associated with collections/Sales calling
● Monitoring Campaigns whenever launched, Analysis results and impact analysis
● Proactive identification, and flagging off of key challenges/impacted metrics
● Cross functional working across all departments to identify reasons for dip in performance and resolution
● Analysis of performance parameters in weekly meeting. Actions for improving performance under Service Level Agreement (SLA) based parameters
● Preparation and circulation of relevant reports and dashboards to relevant stakeholders including top management
Apply now: https://recruitment.bank.sbi/crpd-sco-2022-23-05/apply
