CEC Team Leader - Inbound - Credit Cards-Customer Experience Center-Contact Centre Inbound

The role of a CEC Team Leader - Inbound - Credit Cards involves managing a team of 15-18 officers responsible for handling inbound calls related to Credit Cards. As a Manager, you will be tasked with ensuring that the team meets defined benchmarks in Quality, Call productivity, Sales, and Shrinkage. You will also be responsible for maintaining discipline on the floor, addressing officers" queries to assist customers, escalating issues to the relevant departments for resolution, and keeping the team updated on process/product changes, workstation availability, and shrinkage. To qualify for this position, you should be a graduate with a minimum of 5 to 6 years of relevant experience in servicing financial products, including at least one year in a team management role. Strong verbal and written communication skills are essential, along with the 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 are crucial for success in this role. A successful candidate 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.,