Cec Team Leader Inbound Retail Assets Customer Experience Center Contact Centre Inbound

Year    Hyderabad, Telangana, India

Job Description


:CEC Team Leader - Inbound (Retail Liabilities)Department 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 Retail Liabilities
  • 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

Kotak Mahindra Bank

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Job Detail

  • Job Id
    JD3446214
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Hyderabad, Telangana, India
  • Education
    Not mentioned
  • Experience
    Year