Sky Global Indian Service-Team Leader-Customer Experience Center-Contact Centre Inbound

1 week ago

Thāne, Maharashtra, India Kotak Mahindra Bank Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Description
The Sky Global Indian Service-Team Leader will oversee a dedicated team within the Contact Centre Inbound department at Kotak Mahindra Bank Ltd. This role is crucial for managing customer relationships and providing timely, accurate support. The leader will drive the team's performance, ensuring a high standard of service and a positive customer experience.

Responsibilities
  • Lead and motivate a team of Relationship Managers, fostering a collaborative and productive work environment.
  • Handle complex customer inquiries and provide expert guidance to the team, ensuring accurate and timely responses.
  • Develop and implement strategies to enhance customer satisfaction and loyalty, focusing on email support channels.
  • Monitor and analyze team performance, identifying areas for improvement and implementing effective solutions.
  • Ensure compliance with bank policies and procedures, maintaining a high level of professionalism and confidentiality.
  • Conduct regular training sessions to upskill the team, keeping them updated with product knowledge and customer service best practices.
  • Collaborate with other departments to resolve customer issues, ensuring a seamless and efficient process.
  • Provide regular performance feedback to team members, offering guidance and support for career development.
  • Stay updated with industry trends and customer service innovations, implementing best practices within the team.
Qualifications
  • A bachelor's degree in Business Administration, Finance, or a related field is preferred.
  • Minimum 5 years of experience in a customer service leadership role, preferably in a banking or financial institution.
  • Proven track record of successful team management and a customer-centric approach.
  • Excellent communication and interpersonal skills, with the ability to motivate and inspire a diverse team.
  • Strong problem-solving and analytical skills, with a data-driven approach to decision-making.
  • Proficiency in Microsoft Office suite and customer relationship management (CRM) software.
  • Ability to work in a fast-paced, dynamic environment, handling multiple tasks simultaneously.
  • Excellent time management and organizational skills, with a focus on meeting deadlines.
  • Willingness to adapt to changing business needs and a commitment to continuous learning.

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