Team Leader Specs

Responsibilities:

• Lead and manage an international voice process team in a BFSI environment.
• Ensure achievement of operational metrics including productivity, quality, and customer satisfaction.
• Monitor and evaluate team performance using defined KPIs and scorecards.
• Handle escalations and complex customer situations effectively.
• Guide team members on customer service best practices and process adherence.
• Prepare reports and analyze operational data using MS Excel, Word, and PowerPoint.
• Support workforce planning, scheduling, and resource optimization.
• Implement process improvement methodologies such as Lean and Green Belt practices.