CEC Team Leader - Inbound - Credit Cards

Department Customer Experience Center Location Thane/Noida/Bangalore Reporting
Relationship CEC Team Manager- Inbound Position Grade Manager

Job Role

* Responsible for managing a team of 15-18 officers handling inbound calls in
Credit Cards
* Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as
per the defined benchmarks
* 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 resolution

Job Description

* Graduate
* Minimum 5 to 6 years of relevant experience in servicing of financial




products and at least one year in managing a team
* Excellent communication skills – Verbal & Written
* Versatile 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

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