Job DescriptionCEC Team Manager - Inbound - Retail LiabilitiesDepartmentCustomer Experience CenterLocationThane/Noida/BangaloreReporting RelationshipCEC Unit Manager- InboundPosition GradeChief ManagerJob Role- Responsible for managing a team of 70-100 officers & 6-7 Team leaders handling inbound calls in Retail Liabilities- Responsible for Recruitment and People retention- Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks- Plan and Manage Service Level including forecasting, rostering, etc- Manage and Deliver on business metrics - SLA, Sales, AHT, Quality, Staffing, etc- Liaise with other teams to understand business impact factors, bring efficiency in the processes and resolve issue-based situations- Manage Floor to monitor discipline on floor, resolve officer's queries to assist customers, raise issues to respective dept. for resolution, update officers on process/product updates, workstation availability, shrinkage,



etc.- Manage escalated customer calls (complaints) with end-to-end resolutionJob Description- Graduate or MBA- Minimum 8 to 10 years of relevant experience in servicing of financial products and at least one year in managing supervisors (in turn handling officers)- Excellent communication skills- Verbal & Written- Adaptable to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays- Leadership skills including team motivation, make team adaptable to changes, deliver overall SOPs, etc- Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity- Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers

📌 Sky Service Distribution - Cluster Manager-Sky Channel-Contact Centre Inbound (Thane)
🏢 Kotak Mahindra Bank
📍 Thane