CEC Team Manager-Inbound-Digital Banking Kotak 811-Contact Centre Inbound

3 days ago

Noida, Uttar Pradesh, India Kotak Mahindra Bank Full time ₹ 9,00,000 - ₹ 12,00,000 per year
Job Description:

Job Role
  • Responsible for managing a team of officers & 6-7 Team leaders handling inbound calls in Retail Liabilities
  • 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
Job Description
  • Graduate or MBA
  • Minimum 8 to 10 years of relevant experience in servicing of financial products and at least one year in managing supervisors (in turn handling officers)
  • 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

Kotak Mahindra Bank

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