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Team Lead
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CEC - Team Manager - Outbound -Customer Experience Center
2 weeks ago
CEC - Team Manager - Outbound -Customer Experience Center-Contact Centre Outbound
Job Role
- Responsible for managing a team of officers 6-7 Team leaders handling inbound calls for HNI/Wealth Customers, for Retail Liabilities, Credit Cards and Retail Assets
- Responsible for Recruitment and People retention
- Core delivery on Sales, Portfolio Management Campaign objectives.
- Manage and Deliver on other business metrics such as Productivity, Quality, Staffing, etc.
- Liaise with Product Business teams to understand business impact factors, bring efficiency in the processes and resolve issue-based situations.
- Manage Floor to monitor discipline on floor, resolve officers queries to assist customers, raise issues to respective dept. for resolution, update officers on process/product updates, workstation availability, etc.
- Manage customer escalations 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
