Description

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 new 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 recent 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 exp

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