811-CEC Team Manager-Inbound_Digital Banking Kotak 811_0109_1461_1065642

 Responsible for managing a team of 70-100 officers & 6-7 Team leaders handling inbound calls in Retail Liabilities  Responsible for Recruitment and People retention  Manage Team to deliver on Quality, Call productivity, Sales, and Shrinkage as per the defined benchmarks  Plan and Manage Service Level including forecasting, rostering, etc  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, update officers on process/product updates, workstation availability, shrinkage, etc.  Manage escalated customer calls (complaints) with end-to-end resolution