CEC Team Leader - Inbound - Credit Cards

As a CEC Team Leader - Inbound - Credit Cards, your primary role will involve managing a team of 15-18 officers handling inbound calls related to Credit Cards. You will be responsible for ensuring that the team meets defined benchmarks in Quality, Call productivity, Sales, and Shrinkage. Your duties will include maintaining discipline on the floor, addressing officers" queries to assist customers, escalating issues to relevant departments, and keeping the team updated on process/product changes, workstation availability, and shrinkage. Key Responsibilities: - Manage a team of 15-18 officers handling inbound calls related to Credit Cards - Ensure the team meets defined benchmarks in Quality, Call productivity, Sales, and Shrinkage - Maintain discipline on the floor and address officers" queries to assist customers - Escalate issues to relevant departments for resolution - Keep the team updated on process/product changes, workstation availability, and shrinkage Qualifications Required: - Graduation with a minimum of 5 to 6 years of relevant experience in servicing financial products - At least one year of experience in a team management role - Strong verbal and written communication skills - Flexibility to work 24/7, including Sundays and holidays (For Females: 7AM till 8PM) - Leadership qualities such as team motivation, adaptability to change, and adherence to SOPs Additional Company Details (if present): The ideal candidate for this position should demonstrate confidence, a willingness to learn, and a positive attitude with a focus on integrity. Being a team player and a self-motivated individual who can serve as a role model within the organization is key. Establishing quick rapport with peers, managers, and customers is also important for effective collaboration and communication.,