* Responsible for managing a team of 70-80 officers & 6-7 Team leaders handling inbound calls in Credit Cards
* Responsible for Recruitment and People Retention
* Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks
* Plan and Manage Service Level including forecasting, rostering, etc
* Manage and Deliver on business metrics - SLA, Sales, AHT, Quality, Staffing, etc
* Liaise with other teams to understand business impact factors, bring efficiency in the processes and resolve issue-based situations
* Manage Floor to monitor discipline on floor, resolve officer's queries to assist customers, raise issues to respective dept. for resolution, update officers on process/product updates, workstation availability, shrinkage, etc.
* Manage escalated customer calls (complaints) with end-to-end resolution