Nikhil V

Execute collection strategy for the site, track performance and give inputs to PM

Monitor channel partner performance through a structured review mechanism and ensure appropriate capacity planning

Strategise and segment portfolio churning on dialer prioritizing at various cuts in terms of Payment due date / Occupation segment / billing cycle / Geography / CM & NM / any new product-variants to improve efficiencies and performances

Conduct call sampling across portfolio segments in line with the call listening framework and share observations on call and portfolio quality with concerned stakeholders

Manage the uptime for all SBI Card collection systems at the vendor site to ensure uninterrupted production and coordinate with Internal stake holders to ensure business continuity in the event of downtime of vendor CRM / Dialer systems /Telecom resources

Ensure Field-referral rates are in line with business-targets by identifying right sets of accounts for TC-retention as well as Field referral, adopting a segmented approach basis past delivery-trends

Ensure necessary training /certifications for tele calling staff in line with compliance requirements

Track performance of all agents on key performance metrics daily to identify any adverse trends either or performance or call-quality or in disciplined behavior e.g. frequent late-logins, uninformed/unplanned leaves, low TOS, non-adherence to compliance guidelines, etc. and take suitable remediation measures

• Handling the best 2 out of top 10 Indian banking sector with FTE’s of 1000+ across India
• Working in close co-ordination with clients and operations in order to ensure dialer operations are in place
• Creating & implementing a holistic Dialer Strategy to meet short, medium & long-term business challenges with focus on areas such as strategic workforce planning, forecasting & leadership
• End to end core reporting’s for various strategical presentations to clients and leadership
• Give recommendations at an enterprise level to improve SL/Contact rate/Occupancy
• Creating presentations for MBR/QBR/YBR for business reviews
• Attending daily client/operational calls to meet the expectations of clients to discuss and solve any challenges with respect to Contact%/resolution% or any other dialer/operational strategies
• Develop strategies and development plan to inform and influence management & stakeholders
• Handling end to end billing data
• Manage capacity of PRI’s with the number of FTE’s along with the volume
• Prepare reports for regulatory audits as requested by the compliance department or Management
• Company Description

• Prepare schedules
• Study data trends to help forecast accurately
• ID management and ensure all OT guidelines are met across various sites
• Track and schedule the new hires across various sites effectively and efficiently
• Root cause analysis of SLA deviations, action plan development and resolution
• Resolve escalated issues and requests from Operations/Client
• Preparation of daily/weekly/monthly MIS/WCR decks, presentations and reports as required
• Attend centralized and/or site management meeting as required
• Act as a liaison between the Centralized and Site WFM teams
• Company Description

• Real Time Monitoring
• Achieve business objective thru effective seat utilization
• Workload calculation, Capacity planning, etc
• Client interactions on the day-to-day transactions.
• Company Description

• Setting up the Dialer operations shop across various businesses
• Defining daily operations strategies to help meet the daily & MTD targets
• Driving Capacity Planning, Forecasting & Scheduling & Daily floor management across processes
• Co-coordinating with IT teams to solve for any Dialer related issues
• Working with Development teams to build functionalities in the user CRM
• Monitoring overall functioning of Dialer processes ensuring compliance to the agreed SLA levels.
• Resolving and analyzing escalated cases, which are raised to Senior Management
• Setting quality standards for operational areas and conducting internal audits.
• Generating weekly & daily reports and on various process parameters.
• Company Description