811-CEC Team Manager-Inbound_Digital Banking Kotak 811_0109_1461_1065642

Graduate or MBA

Minimum 8 to 10 years of relevant experience in servicing of financial products and at least one year in managing supervisors (in turn handling officers)

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

Manage and Deliver on business metrics – SLA, Sales, AHT, Quality, Staffing, etc

Liaise with other teams to understand business impact factors, bring efficiency in the processes and resolve issue-based situations

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 (complaints) with end-to-end resolution

Graduate or MBA