811-CEC Team Leader-Inbound Digital Banking Kotak 811 0109 1461 1042744

Kotak Mahindra Bank·Thane, Mumbai

Pay not stated5–9 yrsFull-time

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About the role

You will be responsible for driving service quality, maintaining performance trackers, handling escalated customer queries, and collaborating with cross‑functional teams to continuously improve the inbound digital banking experience. Supervise and coach a team of 20 inbound agents to meet service level agreements (SLAs).

What you'll do

Be responsible for driving service quality, maintaining performance trackers, handling escalated customer queries
Supervise and coach a team of 20 inbound agents to meet service level agreements (SLAs)
Maintain and update daily/weekly performance trackers and dashboards
Handle escalated customer queries and ensure timely resolution
Monitor key performance indicators (KPIs) and implement corrective actions