CEC Team Leader - Inbound - Retail Liabilities-Customer Experience Center-Contact Centre Inbound
Kotak Mahindra Bank
- Noida, Uttar Pradesh
- Permanent
- Full-time
Ø Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks
Ø 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.
Ø Manage escalated customer calls (complaints) with end-to-end resolutionJob Description
Ø Graduate
Ø Minimum 5 to 6 years of relevant experience in servicing of financial products and at least one year in managing a team
Ø Excellent communication skills - Verbal & Written
Ø Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
Ø Leadership skills including team motivation, make team adaptable to changes, deliver overall SOPs, etc
Ø Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
Ø 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