Real-Time Queue Monitoring Digital Banking Kotak 811 0109 7507 1031193

About the role

This role requires sharp analytical skills, rapid decision‑making, and a deep understanding of digital banking operations to deliver a seamless customer experience. Continuously monitor live queue dashboards and key performance indicators (KPIs). Alert supervisors and agents to abnormal queue spikes or service level breaches.

What you'll do

• Generate and distribute hourly queue status reports to stakeholders
• Collaborate with workforce management to forecast staffing needs based on trends
• Investigate root causes of recurring queue congestion and propose process improvements
• Ensure compliance with regulatory and internal service level agreements (SLAs)
• Maintain accurate documentation of queue incidents and corrective actions

What you need

• 2–5 yrs of experience
• Excel
• Compliance
• CRM
• BBA or B.Tech or B.E. or B.Com