42mo ago

CEC - Team Manager - Outbound -Customer Experience Center-Contact Centre Outbound

India·Thānemid

Customer SuccessCustomer Experience

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Quick Summary

Overview

Job Role Responsible for managing a team of 70-100 officers & 6-7 Team leaders handling inbound calls for HNI/Wealth Customers, for Retail Liabilities,

Technical Tools

Customer SuccessCustomer Experience

Responsible for managing a team of 70-100 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 officer’s 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

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