Kotak Mahindra Bank Hiring Team Leader(On-Payroll) (Noida)

Team Leader Customer Service (Inbound) Company: Kotak Mahindra Bank Employment Type: On-Roll Department: Customer Service / Contact Center Shift: Rotational (247 operations) Role Purpose The Team Leader will be responsible for managing a team of 1518 officers handling inbound calls from privileged customers. The role focuses on delivering excellent customer service, maintaining service quality standards, achieving productivity targets, and identifying cross-selling opportunities for banking products. Key Responsibilities Team Management
- Manage and lead a team of 1518 Customer Service Officers handling inbound calls.
- Monitor team performance and ensure achievement of service, quality, and productivity benchmarks.
- Provide regular coaching, feedback, and guidance to improve team performance. Customer Service Operations
- Ensure all inbound customer calls are handled professionally with high customer satisfaction.
- Resolve customer queries, complaints, and service requests within defined timelines.
- Maintain a consistent customer delight experience. Sales & Cross-Selling
- Identify and convert cross-selling opportunities for relevant banking products during customer interactions.
- Guide team members to effectively recognize and capitalize on cross-sell opportunities. Process & Compliance
- Ensure adherence to information security guidelines and quality standards.
- Maintain required process documentation and end-of-day logs.
- Stay updated with process changes, policies, and banking regulations. Performance Monitoring
- Track KPIs such as AHT, CSAT, quality scores, productivity, and cross-sell conversions.
- Ensure team compliance with operational targets and service level agreements. Candidate Requirements Education
- Graduate (Mandatory) Experience
- 3–4 years of overall experience
- Minimum 6 months experience in customer service or call center environment
- Experience in banking or financial services contact center is preferred Skills Required
- Excellent verbal and written communication skills
- Strong customer service orientation
- Good listening and problem-solving skills
- Ability to build rapport quickly with customers and colleagues
- Solid leadership and team management abilities
- Self-motivated with a positive and proactive attitude
- Ability to work in a fast-paced contact center environment Work Schedule
- Flexible to work in 247 shifts
- For female employees: Shift between 7:00 AM – 8:00 PM
- 9-hour shift including breaks
- 8 weekly offs per month (rotational) including weekends and holidays Behavioral Competencies
- Team player with collaborative mindset
- High integrity and professionalism
- Positive, energetic, and solution-oriented attitude
- Willingness to learn and grow within the organization
- Ability to act as a role model for team members Submit Your Application! To schedule your interview, Call or send your CV through WhatsApp Contacted By: HR Mayuresh
- 7030021322 Note: Immediate Joining! Apply on Kit Job: kitjob.in/job/4mulq2