811-CUFD Team Leader-Digital Banking Kotak 811-Contact Centre Inbound

• 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