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Kotak Life Insurance
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CEC Team Manager - Outbound

CEC Team Manager - Outbound

Kotak Life Insurance

8 - 10 years

2 - 5 Lacs

Thane

Posted:1 week ago| Platform:

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Skills Required

team motivation sales financial products recruitment outbound team management inbound calls inbound customer service customer care retail assets financial services staffing customer support credit cards team leading portfolio management retention

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Role

Responsible for managing a team of 70-100 officers & 6-7 Team leaders handling inbound calls for HNI/Wealth Customers, for Retail Liabilities, Credit Cards and Retail Assets

Responsible for Recruitment and People retention

Core delivery on Sales, Portfolio Management & Campaign objectives.

Manage and Deliver on other business metrics such as Productivity, Quality, Staffing, etc.

Liaise with Product & Business teams to understand business impact factors, bring efficiency in the processes and resolve issue-based situations.

Manage Floor to monitor discipline on floor, resolve officers queries to assist customers, raise issues to respective dept. for resolution, update officers on process/product updates, workstation availability, etc.

Manage customer escalations with end-to-end resolution

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 skillsVerbal & Written

Flexible to work 24/7 (For Females7AM 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

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CEC Team Manager - Outbound