811-CUFD Team Leader-Digital Banking Kotak 811-Contact Centre Inbound JD 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 current 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.

Graduate Minimum 5 years of relevant experience in servicing of financial products and at least one year in managing a team 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

📌 Customer Experience Center Team Leader - Inbound Contact Center (Thane)
🏢 Kotak Mahindra Bank
📍 Thane