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.