811-CEC Team Manager-Inbound Digital Banking Kotak 811 0109 1461 1065642

About the role

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.

What you'll do

• 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
• Manage escalated customer calls (complaints) with end-to-end resolution

What you need

• 8–10 yrs of experience
• SOP writing
• Sales
• MBA