Senior Role - Inbound Voice Contact Center - Credit Cards Vertical

- Responsible for management of the Credit Cards vertical within the Inbound voice contact center.

- Partnering & collaborating with sponsoring Business Verticals for new mandates

- Meeting Budgeted Productivity and Revenue as per Service level agreements with Principals.

- Meeting benchmark NPS/ CSat and Service levels at a Unit level.

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

Essential functional skills:

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

- Experience in managing large teams (300+ FTEs)

- Knowledge of Contact Center IP platforms.

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

- Knowledge of Cisco telephony and driving service led sales will be a plus

- Qualifications - post graduate preferred with excellent communication skills