Leader & Development Manager-Credit Cards-Customer Experience Center-Contact Centre Inbound

• Mentor New joinees during OJT
• Responsible for new joinees quality control and customer servicing within laid down productivity and service benchmarks 
• To Assist new people understand the working of the contact center and provide them comfort to approach for any clarification/issue w.r.t knowing people, knowing manager and make them aware about the contact center’s guidelines
• To conduct daily refresher session on product/process/system basis the queries 
• To conduct daily mail reading session to coach officers on Quality and Handling times
• To take customer escalations on calls taken by new officers
• Ensure Officer’s understands the SOPs and deliver the expected performance level
• Ensure workstation and system IDs readiness
• Working with FG group and improvement their performance.

Job Description

• Graduate
• Minimum 2 experience with Kotak’s contact center and excellent on product/process knowledge
• Minimum Rating of 2 in the appraisal
• Excellent communication skills – Verbal & Written
• Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
• 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. Should be able to establish rapport quickly with peers, managers & customers