Deputy Manager - Outbound Dialer

Deputy Manager - Outbound Dialer

Gurugram, India

JOB DESCRIPTION

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

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

Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees

Dynamic, Inclusive and Diverse team culture

Gender Neutral Policy

Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits

Commitment to the overall development of an employee through comprehensive learning & development framework

Role Purpose

Responsible for facilitation of Dialer strategy and Dialer Metrics.

Role Accountability

Create Dialer Strategy for all existing & new Outbound processes of Customer Services

Monitor the existing strategies and suggest modifications from time-to-time to improve productivity, effectiveness & Business revenue growth

Create SOPs for all Outbound processes & Revise with version control

Develop Site level load leveling for Optimum utilization of resources

Collaborate with IT and Process owners for Automation of processes leading to productivity Increase

Implement and execute approved dialer strategies

Ensure parity across sites for the processes / procedures / strategies implemented

Track daily activity closure and timelines

Lead periodic Internal audit to identify gaps in implementation of dialer strategies and take corrective action

Ensure all approvals are in place for any change implemented in dialer strategy

Ensure that all dialing should be happen as per TRAI rules and regulations

Ensure parity across sites for the processes / procedures / strategies implemented

Interact with stakeholders, operating teams and strategy team, on regular basis to ensure accurate & timely implementation of dialing strategies

Facilitate change management for efficiency and productivity related idea/initiative implementation.

Participate in portfolio and Ops performance reviews

Ensure process documentation and compliance adherence

Measures of Success

Agent productivity

% achievement on assigned PEN and Contact rate targets

New strategies reviews within TAT

Process Adherence as per MOU

Technical Skills / Experience / Certifications

In-depth product and industry knowledge, Knowledge of Aspect dialer (Preferable)

Knowledge of MS Excel and PowerPoint

Experience of SQL & Oracle SQL Developer

Preferred Exposure to multiple dialer platform and WFM tools

Competencies critical to the role

Analytical ability

Stakeholder Management

Process Orientation

Detail Orientation

Qualification

Graduate in any discipline

Preferred Industry

FSI

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JOB INFO

Job Identification

21776

Posting Date

09/28/2026, 10:51 AM

Apply Before

10/31/2026, 12:00 AM

Locations

DLF Cyber City, Tower C, Block 2, Building 3, Gurugram, Haryana, 122002, IN

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DLF Cyber City, Tower C, Block 2, Building 3, Gurugram, Haryana, 122002, IN

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