SBI jobs for Command Centre Manager in Mumbai. Last Date to apply: 09 Feb 2023
Job Description
ADVERTISEMENT NO: CRPD/SCO/2022-23/30
Designation - Command Centre Manager
Number of Job Vacancies - 3
Educational Qualification
- (Regular) Graduation degree is
mandatory from a recognized
university
(Graduation or post- graduation
degree in a technical field
preferred but not mandatory)
Post-Qualification Experience
- Post Qualification experience of minimum 5 yrs with at least 2 yrs. experience in managing Customer service BPO domain or in captive BPO
- Experience in Mathematical and Statistical modelling
- Experience in developing and maintaining comprehensive forecasting model, using regression analysis, Time series forecasting knowledge
- Deep knowledge of Contact Centre fundamentals, key performance metrics on both inbound and outbound Contact Centre
- Experience in reading and processing multiple data points and MIS
- Experience in data analysis and designing and managing dashboards with the vendors
- First-hand experience in driving decision making based on data driven insights, identify issues, conduct detailed RCA and coordinate for resolution of the issues
- Managing strong MIS / development of new Management Information System (MIS)
- Strong team management skills
Specific Skills required
- Proficiency in
Microsoft Office
Tools, Data
analysis and tools,
Call Centre tools /
technology
(Preferred)
Job Profile
- Real-time monitoring of all metrics associated with Inbound/Outbound Contact Centre operations
- Monitoring Campaigns whenever launched, analysis of results and impact analysis
- Proactive identification, and flagging-off of key challenges/ impacted metrics
- Detailed RCA of the key issues along with business, IT stakeholders and draft resolution plan for the same
- Preparation and circulation of relevant reports and dashboards to relevant stakeholders including top management
- Forecasting & monitoring of forecast for Contact Centre calls across different channels
- 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
Key Responsibility Areas
- Improvement in Contact centre performance metrics on inbound, outbound processes (e.g. self-service, AWT, AHT, CSAT etc.)
- All metrics associated with collections/Sales calling (e.g. conversions, PTP etc.)
- Improving efficacy of launched campaigns, and subsequent analysis and recommendations
- Adherence to SLA parameters (internal & external)
- Timely circulation of reports & dashboards as per agreed cadence
- Data analysis of Current Calls/ Improvement in quality of data for
better analytics
Contract Period
- 3 Years (Renewable for a further period of 2 years at the discretion of Bank)
Maximum Age As on 01/04/2022 (in Years)
- 40 Years
Remuneration/CTC
- Market best CTC
Important Dates
- Application Starting Date - 20.01.2023
- Application Ending Date - 09.02.2023
SELECTION PROCESS:
The selection of candidates will be based on Short-listing, Interview & CTC Negotiation.
i) Shortlisting:
- Mere fulfilling minimum qualification and experience will not vest any right in candidate for being called for interview. The Short-listing Committee constituted by the Bank will decide the shortlisting parameters and thereafter, adequate number of candidates, as decided by the Bank will be shortlisted and called for interview. The decision of the bank to call the candidates for the interview shall be final. No correspondence will be entertained in this regard.
ii)Interview:
- Interview will carry 100 marks. The qualifying marks in interview will be decided by Bank. No correspondence will be entertained in this regard.
iv) Merit List:
- Merit list for selection will be prepared in descending order based on scores obtained in interview only. In case, more than one candidate score the cut-off marks (common marks at cut-off point), such candidates will be ranked according to their age in descending order, in the merit.
Place of posting
- Mumbai
More information about this Command Centre Manager Job
Please go through the below FAQs to get all answers related to the given Command Centre Manager job
- What are the job requirements to apply for this Command Centre Manager job position?
- Ans: A candidate must have a minimum of 3+ year experience as an Command Centre Manager
- What is the qualification for this job?
- Ans: The candidate can be a Graduate from any of the following: B.Com, BA, BSc
- What is the hiring Process of this job?
- Ans: The hiring process all depends on the company. Normally for an entry level, hiring the candidate has to go for Aptitude, GD (If they look for communication),Technical test and face to face interviews.
- This Command Centre Manager is a work from home job?
- Ans: No ,its not a Work from Home Job.
- How many job vacancies are opening for the Command Centre Manager position?
- Ans: There are immediate 3 job openings for Command Centre Manager in our Organisation.
Job Particulars
Role management trainee
Who can apply Experienced (3+ Years)
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id1675012
Job Category Govt Jobs , BSc/BCA/BBM , Management
Locality Address
State Maharashtra
Country India
About Company
SBI Recruitment 2023 (Fresher Jobs, Vacancies): Apply online for latest SBI jobs (Online SBI) and Exam across India for, Probationary Officer (PO), relationship executive, manager, assistant & Deputy manager etc, updated on #!current_date!# through Freshersworld across India. Also get latest SBI online notifications on PO, clerk, specialist officers etc. The State Bank of India (SBI) is one of the leading PSU multinational Public sector banks and financial services company which is Government based organisation with US$ 360 billion in asset and its headquarters in Mumbai, Maharashtra. The SBI is regarded as oldest bank in India and it is established with the combining of many old banks such as State Bank of Hyderabad, State Bank of Mysore, State Bank of Patiala and State Bank of Travancore, State Bank of Bikaner & Jaipur,)and with the Bharatiya Mahila Bank. SBI made with great history of more than 200 years attenuated with an innovative outlook. SBI recruitment 2023, offers excellent career opportunities to every graduate for various posts such as SBI PO, SBI Associate, SBI Clerks and many more. State Bank of India SBI will issue the recruitment notification to fill the various vacancies in the posts of Clerical Cadre in different locations.
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