Assistant Manager - Collection Telecalling Job in Gurgaon at SBI Cards

SBI Cards is hiring for the role of Assistant Manager - Collection Telecalling!

Responsibilities of the Candidate:

• Manage the portfolio performance through a team of Team Leaders & Telecalling Agents
• Monitor & track resource availability and utilization as per forecasted volumes/headcount
• Review of all the critical metrics to track the portfolio health and ensure healthy process controls as per the defined SOW 
• Anticipate resources required in line with the organization’s business goals and objectives
• Set targets among the team members and coordinate with internal and external stakeholders through a structured review mechanism to achieve the targets.
• Ensure daily dialer callable inventory penetration and completion as per the target
• Ensure all the Dialer metrics are achieved monthly by the team
• Ensure Vendor meets the SLA target every month 
• Ensure timely audit of vendor processes and documents
• Ensure capacity planning, Hiring, and Freshers for the Team Leaders and tele-calling team.
• Manage attrition & retention on the TC resources
• Conduct regular call listening/feedback sessions with the team for skill improvement
• Ensure vendor Bills are submitted on time without any delay every month
• Ensure SVCL audit is completed quarterly
• Create user ID & application ID for the Telecallers on time
• To make outbound calls to collect outstanding dues from VIP, SBI Card employees & Deceased Cardholders for charge-off accounts
• Log accurate and relevant information of the conversation with the customer on the system as per Collections guidelines
• Achieve individual productivity goals
• Ensure compliance with Business policy, Collections processes, and procedures
• Ensure training & certification of vendor tele-calling agents as per given process & schedule; Ensure DRA training is mandatorily imparted to new agents and course-completion certificates are in place for them before they are deployed on the floor
• Utilize call-listening framework to identify further training needs for existing agents and ensure relevant pieces of training/refreshers are arranged for such agents on priority

Requirements:

• Should possess strong execution skills; identify problems and implement solutions quickly and effectively 
• Good communication, negotiation, and interpersonal skills with evidence of teamwork and collaboration