Job Description

The 811‑CEC Team Leader – Inbound will oversee a high‑performing team of 20 agents within Kotak Mahindra Bank's Digital Banking Kotak 811 Contact Centre. You will be responsible for driving service quality, maintaining performance trackers, handling escalated customer queries, and collaborating with cross‑functional teams to continuously improve the inbound digital banking experience.

• Supervise and coach a team of 20 inbound agents to meet service level agreements (SLAs).
• Maintain and update daily/weekly performance trackers and dashboards.
• Handle escalated customer queries and ensure timely resolution.
• Monitor key performance indicators (KPIs) and implement corrective actions.
• Conduct regular training sessions and skill‑enhancement workshops.
• Prepare and present performance reports to senior management.
• Coordinate with product, compliance, and IT teams for issue resolution.
• Drive process improvement initiatives to enhance customer experience.
• Schedule workforce planning and manage shift allocations.
• Ensure adherence to banking regulations and internal policies.
• Bachelor's degree in Business, Finance, or related field.
• Minimum 5 years of experience in a contact centre environment.
• At least 2 years of proven team‑leadership experience.
• Hands‑on experience with digital banking platforms and services.
• Strong analytical skills with proficiency in MS Excel or similar tracker tools.
• Excellent communication skills in English and Hindi.
• Ability to manage high‑volume inbound queries and maintain composure under pressure.
• Knowledge of banking regulations, KYC, and data privacy standards.
• Demonstrated problem‑solving and decision‑making abilities.
• Flexibility to work in shifts as per contact centre requirements.