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 explicit performance expectations and ensure team members meet service level agreements (SLAs)
- Conduct regular performance reviews, provide feedback, and develop career growth 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 s

📌 Team Leader (Mumbai)
🏢 Kotak Life
📍 Mumbai