Team Lead- International BFSI

Team Lead – Operations | BFSI Exposure Mandatory
📍 Location: Mohali
💼 Experience: 4+ years in International Voice Process
👥 Team Leader Experience: 1–2+ years as Team Leader
🏦 Industry: BFSI – International Process Experience Mandatory
💰 CTC: Up to ₹7 LPA
⚡ Joining: Immediate Joiners
🕐 Shift: Night / Rotational Shifts
Job Responsibilities
1. Team Management
Lead and manage a team of voice process associates.
Monitor team performance and provide regular coaching and feedback.
Conduct one-on-one sessions and ensure adherence to quality, productivity, and customer satisfaction metrics.
2. Operations Oversight
Oversee daily operations, including attendance, workflow, and shift management.
Ensure adherence to SLAs, KPIs, quality, and productivity targets.
Coordinate with Quality, Training, and Workforce Management teams.
3. Client & Stakeholder Management
Handle escalations and address client/customer feedback.
Prepare and share performance reports and operational updates with management and stakeholders.
4. Training & Development
Identify training and development requirements for team members.
Support onboarding, knowledge retention, and continuous upskilling.
5. Process Improvement
Analyze operational and call performance data to identify improvement areas.
Implement strategies to improve team performance, productivity, and customer experience.
Key Skills Required
Excellent verbal and written English communication.
Strong leadership and people-management skills.
Experience handling international BFSI voice processes.
Strong understanding of international customer service standards.
Experience with CRM systems, call monitoring tools, and reporting dashboards.
Strong problem-solving, escalation handling, and conflict-resolution skills.
Good time management and multitasking abilities.
Strong understanding of KPIs, SLAs, Quality, CSAT, AHT, and Productivity metrics.

Work arrangement
No