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

Responsibilities
- 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