Job Description

The Real‑Time Queue Monitoring specialist will be the eyes and ears of the Kotak 811 inbound contact centre, continuously tracking queue metrics, identifying bottlenecks, and coordinating with agents and supervisors to maintain service standards. 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.
• Adjust agent allocations and break schedules in real time to balance workload.
• 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.
• Provide real‑time feedback to agents on performance and adherence to scripts.
• Participate in post‑incident reviews and contribute to continuous improvement initiatives.
• Bachelor's degree in Business, Finance, IT, or related field.
• 2+ years of experience in contact centre operations or queue management.
• Strong analytical skills with proficiency in Excel and real‑time monitoring tools.
• Excellent communication and stakeholder management abilities.
• Knowledge of digital banking products, especially Kotak 811, is preferred.
• Ability to work under pressure and make quick, data‑driven decisions.
• Familiarity with workforce management concepts and SLA compliance.
• Attention to detail and strong organizational skills.
• Proficiency in using CRM and queue management software (e.g., Genesys, Avaya).
• Flexibility to work in shifts, including occasional evenings or weekends.