811-CEC Team Manager
Kotak Mahindra Bank · Inbound · Thane
PayPay not listed
WhereThaneMaharashtra
TypeNot stated
Posted3 Nov2 days ago, from the company site
Kaam checked
No fee, deposit or pay-to-apply signs
Good spoken and written English expected
Night shifts
No vehicle or licence needed
About this job
- Responsible for managing a team of 70-100 officers & 6-7 Team leaders handling inbound calls in Retail Liabilities
- Responsible for Recruitment and People retention
- Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks
- Plan and Manage Service Level including forecasting, rostering, etc
- 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
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