Team Lead

Lead, mentor, and manage a team of customer support executives within a Banking Process environment.

Oversee daily voice process operations to ensure strict adherence to quality, compliance, and turnaround times.

Build strong internal and client relationships while driving continuous business improvements and process performance.

Manage team metrics including attrition control, agent utilization, shrinkage, and daily productivity targets.

Conduct regular quality call audits, provide floor feedback, and organize coaching interventions.

Maintain complete team attendance logs, call monitoring forms, performance scorecards, and process documentation.

Bachelor's degree in any stream or equivalent qualification.

3-5 Yrs of total experience with proven tenure in BPO Operations and Voice Process team management.

Strong knowledge of Banking Process operations, regulatory guidelines, and customer service delivery.

Exceptional team handling, interpersonal communication, and operational problem-solving skills.