CEC Team Manager - Inbound - Retail Liabilities

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

Job 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 resolution

Job 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 RL-L (Noida)
🏢 Kotak
📍 Noida