Cec Team Coach
7 days ago
**Job Role**
- Mentor New joinees during OJT
- Responsible for new joinees quality control and customer servicing within laid down productivity and service benchmarks
- To Assist new people understand the working of the contact center and provide them comfort to approach for any clarification/issue w.r.t knowing people, knowing manager and make them aware about the contact center’s guidelines
- To conduct daily refresher session on product/process/system basis the queries
- To conduct daily call listening session to coach officers on Quality and Handling times
- To conduct side by side barge-in to give call feedback
- To take customer escalations on calls taken by new officers
- To ensure that the post call work is processed correctly by the officers
- Ensure Officer’s understands the SOPs and deliver the expected performance level Ensure workstation and system IDs readiness
**Job Description
- Graduate
- Minimum 2 experience with Kotak’s contact center and excellent on product/process knowledge
- Minimum Rating of 2 in the appraisal
- Excellent communication skills - Verbal & Written
- Flexible to work 24/7 (For Females: 7AM 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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