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CEC - Unit Manager - Inbound-Customer Experience Center-Contact Centre

CEC - Unit Manager - Inbound-Customer Experience Center-Contact Centre

Kotak Life Insurance

5 - 10 years

7 - 12 Lacs

Thane

Posted:3 weeks ago| Platform:

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Skills Required

Contact Center IP platforms customer experience management credit cards customer service customer engagement sales customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role
CEC - Unit Manager - Inbound

CEC - Unit Manager - Inbound-Customer Experience Center-Contact Centre Inbound
Department Customer Experience Center Location Thane/Noida Reporting Relationship CEC Head Position Grade Associate Vice President/Vice President Job Role

Responsible for management of the Inbound teams for Liabilities/Assets or Cards

Partnering & collaborating with sponsoring business Verticals for new mandates

Meeting Budgeted Productivity and Cost to Income ratios as per Service level agreements with Principals.

Ensuring superior service & sales delivery for a range of diverse financial services in a highly quality focused and challenging environment.

Strategize and implement procedures and policies to ensure high quality customer experience.

Ensuring strict adherence to the internal control & monitoring processes for ensuring timeliness, quality and standards as per the bank requirements.

Maximization of opportunity arising out of the customer engagement at CEC and creation of requisite efficient workflows.

About The Role

Graduate or MBA

Experience in Customer Service atleast 5 yrs+, with an overall experience of around 12-15 years

Contact center exposure in a banking / credit cards skill preferred.

Experience in managing large teams (300+ FTEs)

Knowledge of Contact Center IP platforms.

Advancedpeople management and leadership skills

Broad product and industry awareness

Ability to persuade, influence and negotiate effectively at all levels within the organization.

Excellent sales track record for liability, asset and TPP sales through different channels.

Good communication & Interpersonal Skills.

Eye for details.

Presentation skills

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CEC - Unit Manager - Inbound-Customer Experience Center-Contact Centre