We are looking for an experienced and agile Team Leader for 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)
- 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 Lead (Gurugram)
🏢 TP
📍 Gurugram