Assistant Vice President - WFM Analyst & Command Centre Operations

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SBI Card



Gurugram

09/05/2025

Assistant Vice President - WFM Analyst & Command Centre Operations

About the company

SBI Card is a leading pure-play credit card issuer in India, offering a wide range of credit cards to cater to diverse customer needs. We are constantly innovating to meet the evolving financial needs of our customers, empowering them with digital currency for seamless payment experience and indulge in rewarding benefits. At SBI Card, the motto 'Make Life Simple' inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone.

SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, colour, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work.

Join us to shape the future of digital payment in India and unlock your full potential.

What’s in it for YOU

  1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
  2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
  3. Dynamic, Inclusive and Diverse team culture 
  4. Gender Neutral Policy
  5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
  6. Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for acting as a facilitator for Business Goals achievement.

Role Accountability 

  1. Ensure Budgeting and HC planning for all other verticals/Sub verticals as per SLA threshold and Project Cost associated with it - Align all Key stakeholders on the HC and Cost and take a sign off
  2. Ensure HC given to Call Centre is in line to Budget and Cost/actual spent is within Budgeted Cost
  3. Keep revisiting HC requirement with changes in volumes/threshold and help in cost efficiency
  4. Ensure business has required HC available at call Centre and business has visibility of it for next 90 days - This to be attained by doing calibrations with call center's regularly
  5. Align vendors/partners to bake in all the inefficiencies in HC plan like - Shrinkage, Attrition, Training throughput etc. as per trend and seasonality at their cost
  6. Maintain service levels on Inbound campaigns by monitoring and tracking data on an active real time
  7. Ensure volume & SLA management by implementing various measures like Overtime incentives post approval from FH
  8. Plan for new line of business and HC allocation to it
  9. Set up new Vendors and ensure smooth operations
  10. Ensure BCP is in Place for All Verticals/Sub verticals
  11. Manage and exceed all metrics including Efficiency, Effectiveness, Availability and Adherence
  12. Own process improvement initiatives via Dialer projects
  13. Lead periodic Internal audit to identify gaps in implementation of dialer strategies and take corrective action
  14. Effectively develop forecast models to manage volumes & deliver Service Levels as per plan
  15. Use information from previous years to proactively plan holiday patterns to ensure the most effective use of man-hours
  16. Identify Intra-Day & Daily Anomalies in Volumes and smoothening the trends to plan.
  17. Analyze Inter-Day & Intra-Day Volume trends and developing various statistical models to effectively plan on a similar trend.
  18. Ensure implementation, management and support of Contact Center Platform (Aspect)
  19. Design and implement voice-based solutions like Call routing, ACD, IVR etc. as per Operational requirements and attain the most eminent productivity
  20. Manage Daily/Weekly/Monthly Analysis of Call Volume patterns at location level 
  21. Rigorous monitoring of Agent Skills and changes pertaining to load levelling of Volumes across centers
  22. Manage BCP for ASBR Failure, Manual Workgroup/Services assignments
  23. Develop and deploy effective staffing to optimize the use of available resources
  24. Administer the usage WFM tool and create fully Optimized Schedules to enhance business efficiencies
  25. Load levelling to ensure parity across hubs in terms of volumes/Headcount
  26. Ensure Optimum scheduling factoring the Employee preferences, shift rotations, tenure etc.
  27. Plan Training schedules and track adherence, ensure training/ refreshers as per training hours built in plan 
  28. Plan and execute break schedules to drive Schedule & Break Adherence
  29. Manage a high delivery empowered team to manage and monitor Queues for captive and outsourced customer service sites 24X7
  30. Create & Manage BI Dashboards in Command Center, Review it Monthly with the Stakeholders for improvement Opportunities
  31. Administer the usage & management of Command Center Screens, Create rollout & communication processes
  32. Coordinate with stakeholders for managing & improving Business Metrics, Coordinate with vendors for services and drive operational efficiency
  33. Execute Real Time Management ensuring apt Break/Schedule Adherence & Reduction of CSA's Wrap/Hold leading to reduction in AHT 
  34. Drive Real Time Performance & Business Analytics through Command Center Implementation
  35. Manage and Track SLAs for Non-Voice Campaigns through WFM Integration
  36. Initiate Flag system for highlighting issues impacting metrics, Business flow for Red/Yellow/Green Flags 
  37. Ensure Exception/deviation validation raised by Call Center team
  38. Act as the point contact for Command center for Real Time Adherence across sites and ensure call volumes moving as per HC scheduling
  39. Observe current call center technology/products and conduct analysis to improve technology and processes
  40. Report key metrics to the stakeholders along with RCA Reporting 
  41. Report and maintain business & Agent level shrinkage as per plan leading HC & cost save
  42. Pro-actively build triggers/ Audit process to identify opportunities and highlight exceptions, maker-checker process to be in place 
  43. Identify policy requirements, & enforce business efficient policies around it

Measures of Success 

  1. Cost Saving
  2. Service levels and Abandon rates 
  3. Timeline Adherence of Automation & Rationalization of reports
  4. Adherence to new hires training days 
  5. Anomalies reduced 
  6. Volume forecast variance as per plan 
  7. Employee Attrition %
  8. Process Adherence as per MOU

Technical Skills / Experience / Certifications

  1. Expert in WFM functions - Capacity planning, Forecasting, Rostering etc., Should be well versed with Avaya/IEX/Aspect/Genesys
  2. Experience in Vendor Management

Competencies critical to the role

  1. Analytical ability 
  2. Stakeholder Management
  3. Process Orientation
  4. Detail Orientation

Qualification 

Graduate in any discipline

Preferred Industry

Banking/Financial/Call Centre/Ecommerce