CEC Team Manager – Inbound
Department Customer Experience Center Location Noida 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
- Flexible 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