Role & responsibilities To Manager the customer service non voice team by achieving better response TAT, driving productivity and NPS along with maintaining overall quality scores.

Team Leadership & Management

- Lead, mentor, and motivate a team of customer service representatives handling non-voice channels (email, chat, query form, etc.)
- Set clear performance expectations and ensure team members meet service level agreements (SLAs)
- Conduct regular performance reviews, provide feedback, and develop growth opportunities opportunities for team members

Operational Excellence

- Oversee daily operations, ensuring a high level of service quality, accuracy, and efficiency.
- Monitor and optimize response times, customer satisfaction, and resolution rates.
- Develop and implement strategies to improve operational efficiency and customer service outcomes.
- Ensure compliance with company policies, industry regulations, and data protection laws.

Customer Experience Improvement

- Analyze customer feedback, conduct root cause analysis, and initiate corrective actions to continuously improve the customer experience.
- Implement customer service best practices to drive engagement and satisfaction

Reporting & Analytics

- Generate and analyze reports on key performance indicators (KPIs), such as response time, first contact resolution (FCR),



and customer satisfaction scores.
- Provide insights and recommendations for process improvements based on data analysis.
- Present regular updates to senior leadership on team performance, trends, and improvement initiatives

Process Optimization

- Evaluate existing workflows and recommend process enhancements to increase team productivity and reduce response times.
- Lead process improvement initiatives and work cross-functionally with other departments (e.g., IT, training, quality assurance) to ensure smooth operations

Stakeholder Collaboration

- Collaborate with cross-functional teams such as IT, Marketing, and Sales to support customer service initiatives and ensure alignment with organizational goals.
- Act as a liaison between non-voice customer service and other departments to ensure consistency in customer service delivery

Preferred candidate profile

Qualification: Graduate / MBA

Certifications (If any): Well versed with MS Office and PowerPoint

Work experience in years: 6-10 years

Role: Customer Onboarding - Voice / Blended

Industry Type: Insurance

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Voice / Blended

Education

UG: Any Graduate

📌 Team Leader - Email Desk (Mumbai)
🏢 Kotak Life
📍 Mumbai