CEC - Unit Manager - Inbound-Customer Experience Center-Contact Centre
3 days ago
About The Role
CEC - Unit Manager - Inbound
CEC - Unit Manager - Inbound-Customer Experience Center-Contact Centre Inbound
Department Customer Experience Center Location Thane/Noida Reporting Relationship CEC Head Position Grade Associate Vice President/Vice President
Job Role
- Responsible for management of the Inbound teams for Liabilities/Assets or Cards
- Partnering & collaborating with sponsoring business Verticals for new mandates
- Meeting Budgeted Productivity and Cost to Income ratios as per Service level agreements with Principals.
- Ensuring superior service & sales delivery for a range of diverse financial services in a highly quality focused and challenging environment.
- Strategize and implement procedures and policies to ensure high quality customer experience.
- Ensuring strict adherence to the internal control & monitoring processes for ensuring timeliness, quality and standards as per the bank requirements.
- Maximization of opportunity arising out of the customer engagement at CEC and creation of requisite efficient workflows.
About The Role - Graduate or MBA - Experience in Customer Service atleast 5 yrs+, with an overall experience of around 12-15 years
- Contact center exposure in a banking / credit cards skill preferred.
- Experience in managing large teams (300+ FTEs)
- Knowledge of Contact Center IP platforms.
- Advancedpeople management and leadership skills
- Broad product and industry awareness
- Ability to persuade, influence and negotiate effectively at all levels within the organization.
- Excellent sales track record for liability, asset and TPP sales through different channels.
- Good communication & Interpersonal Skills.
- Eye for details.
- Presentation skills
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