Real-time Queue Monitoring-digital Banking Kotak 811-contact Centre Inbound
Kotak
Hyderabad, Telangana, India
Monitor real-time queue data
Implement queue management strategies
Ensure compliance with slas
The Real-Time Queue Monitor plays a crucial role in maintaining the smooth operation of the contact center by analyzing queue performance
Job Summary
The Real-Time Queue Monitor plays a crucial role in maintaining the smooth operation of the contact center by analyzing queue performance.
This position requires implementing strategies to optimize customer wait times and agent utilization while ensuring compliance with service level agreements.
Candidates must be willing to work in shifts, including weekends and holidays, to support the dynamic environment of digital banking.
Matching Summary
The Real-Time Queue Monitor plays a crucial role in maintaining the smooth operation of the contact center by analyzing queue performance.
Skills & Requirements
Must-have
Monitor real-time queue data
Implement queue management strategies
Ensure compliance with SLAs
Proficiency in Microsoft Excel
Work in shifts including weekends
Nice-to-have
Strong analytical skills for data-driven decisions
Experience with CRM systems
Excellent communication and interpersonal skills
Ability to mentor contact center agents
Customer-centric problem-solving approach
Key Requirements
Bachelor's degree in Business Administration or related field
2-3 years of experience in contact center environment