811-CEC Officer-Inbound-Digital Banking Kotak 811-Contact Centre Inbound

16 hours ago

Noida, Uttar Pradesh, India Kotak Mahindra Bank Full time ₹ 9,00,000 - ₹ 12,00,000 per year
Description
As an 811-CEC Officer, you will play a vital role in maintaining the high standards of our Digital Banking services. Your primary focus will be on real-time quality assurance, ensuring that our customers receive timely and accurate support. You will work closely with the Contact Centre Inbound team to enhance the overall customer experience.

Responsibilities
  • Monitor and evaluate agent performance in real-time, providing immediate feedback and coaching.
  • Ensure adherence to quality standards and guidelines during customer interactions.
  • Identify areas for improvement and implement strategies to enhance customer satisfaction.
  • Collaborate with the WFM team to optimize workforce management and scheduling.
  • Generate and analyze MIS reports to track key performance indicators and identify trends.
  • Conduct regular audits and quality checks to maintain data accuracy and integrity.
  • Provide training and support to agents, fostering a culture of continuous improvement.
  • Escalate and resolve complex customer issues, ensuring timely and effective resolutions.
  • Stay updated with industry best practices and implement innovative solutions.
  • Foster a positive and collaborative work environment within the Contact Centre Inbound team.
Qualifications
  • Bachelor's degree in Business Administration, Customer Service, or a related field.
  • Minimum 2 years of experience in a quality assurance or customer experience role.
  • Strong knowledge of customer service principles and best practices.
  • Excellent communication and interpersonal skills, with the ability to build rapport.
  • Proficiency in using quality assurance tools and analytics software.
  • Analytical mindset with the ability to interpret data and make data-driven decisions.
  • Familiarity with WFM concepts and practices is preferred.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
  • Strong problem-solving and critical thinking skills.
  • Willingness to learn and adapt to new technologies and processes.

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