CEC Team Leader - Inbound - Retail Liabilities

Role Overview: As a CEC Team Leader Inbound in the Customer Experience Center department, you will be responsible for managing a team of 15-18 officers handling inbound calls in Retail Liabilities. Your main focus will be on ensuring that the team delivers on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks. You will also be managing the floor to monitor discipline, resolve officer queries, update officers on process/product updates, and handle escalated customer calls with end-to-end resolution. Key Responsibilities: - Manage a team of 15-18 officers handling inbound calls in Retail Liabilities - Ensure the team delivers on Quality, Call productivity, Sales, and Shrinkage as per defined benchmarks - Monitor discipline on the floor and resolve officer queries to assist customers - Raise issues to the respective department for resolution and update officers on process/product updates, workstation availability, shrinkage, etc. - Handle escalated customer calls (complaints) with end-to-end resolution Qualifications Required: - Graduate - Minimum 5 to 6 years of relevant experience in servicing financial products with at least one year in team management - Excellent communication skills both verbal and written - Flexible to work 24/7 (For Females: 7AM till 8PM) including Sundays/holidays - Leadership skills including team motivation, adapting to changes, and delivering overall SOPs - Confidence, willingness to learn, positive attitude, integrity, and ability to establish rapport quickly with peers, managers, and customers,