CEC Team Leader – Inbound – 811 CUFD

Department Customer Experience Center Location Thane/Noida Reporting
Relationship CEC Team Manager- Inbound Position Grade Manager or Senior Manager

Job Role

* Responsible for managing a team of 15-18 officers handling inbound & outbound
calls & cases for 811 or CUFD both voice and video.
* Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as
per the defined benchmarks and SOP
* 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 & cases (complaints) with end-to-end
resolution
* Ensure daily & monthly targets are delivered as per business requirements.
* Timely Processing of Requests in the CRM – KFORCE
* helping officers with knowledge by conducting 1-1 sessions
* Responsible for recent joiners quality control and customer servicing within
laid down productivity and service benchmarks




* To Assist new people understand the working of the contact center and provide
them comfort to approach for any clarification/issue w.r.t knowing people,
knowing manager and make them aware about the contact center’s guidelines
* To conduct daily refresher session on product/process/system basis the
queries
* To conduct daily call listening session to coach officers on Quality and
Handling times
* To conduct side by side barge-in to give call feedback
* To take customer escalations on calls taken by new officers are handled
effectively if required
* To ensure that the post call work is processed correctly by the officers
* Ensure Officer’s understands the SOPs and deliver the expected performance
level
* Ensure workstation and system IDs readiness
* Manage floor SLA effectively and be proactive in coordinating with other
teams and businesses.

Job Description

* Graduate
* Minimum 5 years of relevant experience in ser

📌 811-CUFD Team Leader-Digital Banking Kotak 811-Contact Centre Inbound (Thane)
🏢 Kotak
📍 Thane