811-CEC Officer-Inbound-Digital Banking Kotak 811-Contact Centre Inbound
Kotak Mahindra Bank
2 - 5 years
Noida
Posted: 02/10/2025
Getting a referral is 5x more effective than applying directly
Job Description
- Monitor and evaluate agent performance in real-time, providing immediate feedback and coaching.
- Ensure adherence to quality standards and guidelines during customer interactions.
- Identify areas for improvement and implement strategies to enhance customer satisfaction.
- Collaborate with the WFM team to optimize workforce management and scheduling.
- Generate and analyze MIS reports to track key performance indicators and identify trends.
- Conduct regular audits and quality checks to maintain data accuracy and integrity.
- Provide training and support to agents, fostering a culture of continuous improvement.
- Escalate and resolve complex customer issues, ensuring timely and effective resolutions.
- Stay updated with industry best practices and implement innovative solutions.
- Foster a positive and collaborative work environment within the Contact Centre Inbound team.
About Company
Kotak Mahindra Bank is one of India's leading private sector banks, offering a wide range of financial services including personal banking, corporate banking, investment banking, insurance, and asset management. Established in 1985 and headquartered in Mumbai, it is known for its innovative banking solutions, customer-centric approach, and strong focus on digital transformation. The bank caters to diverse customer segments, from individuals to large corporations, emphasizing trust, transparency, and growth.
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