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CEC Team Manager - Inbound - Retail Liabilities Department Customer Experience Center Location Thane/Noida/Bangalore Reporting Relationship CEC Unit Manager- Inbound Position Grade Chief Manager Job Role Responsible for managing a team of 70-100 officers & 6-7 Team leaders handling inbound calls in Retail Liabilities Responsible for Recruitment and People retention Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks Plan and Manage Service Level including forecasting, rostering, etc Manage and Deliver on business metrics - SLA, Sales, AHT, Quality, Staffing, etc Liaise with other 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, shrinkage, etc. Manage escalated customer calls (complaints) 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