About the role
- 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.