We are looking for an experienced and energetic Team Leader for Domestic banking Process to manage and drive performance of a team handling support operations. The TL will be responsible for achieving KPIs, driving team engagement, improving customer satisfaction, and ensuring process compliance. Key Responsibilities:

Manage a team of agents

Monitor daily performance metrics (AHT, CSAT, FCR, Productivity, SLA)

Conduct team huddles, coaching sessions, and performance reviews

Analyze reports and identify performance improvement areas

Drive quality and compliance standards

Manage attrition and shrinkage

Ensure customer satisfaction targets are achieved

Coordinate with QA, Training, and Operations teams

Prepare weekly/monthly performance reports

Conduct WBR/QBR Mandatory Skills: Team Leader Experience (Minimum 1–2 years as in Collections /Banking Process)

KPI Management (AHT, CSAT, NPS, FCR, SLA)

Dialer , Masterfile Creation & bucket list managing Knowledge

Performance Management

Coaching & Mentoring

Attrition & Shrinkage etc Eligibility Criteria: Graduate (Any Stream)

1 Year experience in Collections Process as Team Leader

Good communication skills

📌 Team Leader (banking Process) (Gurugram)
🏢 TP
📍 Gurugram