811-CUFD Team Leader-Digital Banking Kotak… at Kotak… · Maharasht…

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 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 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 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