Job Description
CEC Learning&Development Manager- Inbound
Department
Customer Experience Center
Location
Noi
Reporting Relationship
CEC Team Manager- Inbound
Position Grade
Senior Manager
Job Role
Develop New joiners (or bottom decile performers) during Training-OJT period to be Work Ready
Manage emotions, anxiety of new officers to attune them positively for the work profile/Kotak
Motivate and keep the energy level of the team high
Responsible for Learning quotient; should be able to redesign & customize methods so that people understand, learn and develop
Responsible for new joiners SOP Scores achievement=60% in month-1 on-Calls
Coach New People on Right resolution, Down streaming defects, “How to create promoters”, call etiquettes etc.
Responsible for 100% knowledge on Top 10 queries including nuances on FTR/NPS
To conduct daily coaching session on Detractors/Repeats/product/process/system
Ensure workstation and system IDs readiness
Acclimatize the new joiners to enable them to settle comfortably in their role post-OJT (without dedicated help)
Job Description
Graduate
Minimum 18m experience with Kotak’s contact center in Team Leader role
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
Department
Customer Experience Center
Location
Noi
Reporting Relationship
CEC Team Manager- Inbound
Position Grade
Senior Manager
Job Role
Develop New joiners (or bottom decile performers) during Training-OJT period to be Work Ready
Manage emotions, anxiety of new officers to attune them positively for the work profile/Kotak
Motivate and keep the energy level of the team high
Responsible for Learning quotient; should be able to redesign & customize methods so that people understand, learn and develop
Responsible for new joiners SOP Scores achievement=60% in month-1 on-Calls
Coach New People on Right resolution, Down streaming defects, “How to create promoters”, call etiquettes etc.
Responsible for 100% knowledge on Top 10 queries including nuances on FTR/NPS
To conduct daily coaching session on Detractors/Repeats/product/process/system
Ensure workstation and system IDs readiness
Acclimatize the new joiners to enable them to settle comfortably in their role post-OJT (without dedicated help)
Job Description
Graduate
Minimum 18m experience with Kotak’s contact center in Team Leader role
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
💡 Quick Summary
Seeking a career-building opportunity? The Leader Development Manager|Prima|Customer Experience Center|Contact Centre Inbound position is now open for candidates interested in the Bank Jobs sector. This role in Thane offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.