Cec Team Leader

3 weeks ago


Noida Uttar Pradesh, India Kotak Mahindra Bank Full time

CEC Team Leader - Inbound - Credit CardsDepartment Customer Experience Center Location Thane Noida Bangalore Reporting Relationship CEC Team Manager- Inbound Position Grade ManagerJob 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 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 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



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