Teams at SBI Card

Handle inbound and outbound customer service interactions for credit card holders, resolving requests, complaints, and queries within service-level agreements. Meet targets for response time, productivity, retention, cross-selling, first-call resolution, call quality, customer satisfaction, and process adherence. Identify process gaps, escalate issues, maintain resolution turnaround times, document procedures, ensure compliance, and contribute to process improvement through RPA.

Handle inbound and outbound credit card customer interactions, resolving service requests, complaints, and queries within agreed SLAs. Responsibilities include meeting targets for response time, productivity, cross-selling, retention, first-call resolution, call quality, and customer satisfaction. The role also requires identifying process gaps, maintaining resolution turnaround times, documenting processes, adhering to compliance requirements, and contributing to process improvement through RPA.

Manage daily contact center operations across voice, email, and chat channels. Lead customer service teams to achieve service levels, revenue, retention, quality, productivity, compliance, and customer satisfaction targets. Resolve escalations, validate approval levels, improve processes, coordinate with internal stakeholders, maintain error and escalation controls, publish performance reports, and drive process improvements through RPA.