Manager - Contact Centre, T1 Service

About SBI CardSBI Card is among India’s prominent pure-play credit card issuers, providing a broad range of card products designed for different customer needs. The organization focuses on continuous innovation to address changing financial requirements and improve the payment experience through digital convenience and rewarding customer benefits. Guided by the principle of “Make Life Simple,” SBI Card places customer ease at the center of its work and aims to build an environment where people can grow and contribute to a better future.The company promotes an equal-opportunity and inclusive workplace and welcomes people regardless of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste, or other such factors. It values dignity, respect, and diversity across the organization.What’s in it for youA strong emphasis on work-life balance, supported by wellness and wellbeing initiatives for both mental and physical health.A structured rewards and recognition culture that acknowledges strong performance.A dynamic team environment that is inclusive and diverse.Gender-neutral policies.Health coverage and support that includes medical insurance, personal accident insurance, group term life insurance, annual health checkups, dental care, and OPD benefits.Learning and development support aimed at helping employees build their capabilities over time.Role purposeThis position is responsible for supervising the day-to-day planning, operations, and issue resolution for a team of around 20 contact centre agents, with the objective of maintaining service standards in customer management.Key responsibilitiesEnsure smooth contact centre operations by planning resources effectively, following floor schedules and operational hygiene, tracking performance through error logs, sharing feedback with team members, and improving productivity.Handle customer complaints in a timely and satisfactory manner, including direct involvement in escalations when needed.Track and improve operational KPIs such as productivity and customer detractor scores.Work with the SME team to reduce avoidable fee waiver inflow, including pricing deviation LOAs, incorrect referrals, and wrong tagging cases.Maintain proper process documentation and ensure ongoing compliance with required standards.Measures of successMeeting defined SLAs such as TAT, average handling time, call response rate, and call quality.Keeping avoidable escalation percentage low.Improving CSAT scores.Reducing incorrect tagging and wrong referrals for the hub.Following process requirements as per the MOU.Technical knowledge and experienceWorking knowledge of inbound and outbound voice processes.Understanding of upstream and downstream processes that affect the customer experience.CompetenciesRelationship building.Problem-solving ability.Strong attention to detail.Process orientation.QualificationGraduate in any discipline.Preferred industryFinancial services industry.