Job Title: Team Lead International Chat Process (Banking)

Location: Hyderabad, DLF Cyber City

Salary: Up to 9 LPA

Job Type: Full time, 5 days work with 2 rotational off days, 24/7 shifts

Transportation: 2-way cab facility provided

Job Summary:

We are seeking an experienced Team Lead with a strong background in customer support for an International Chat Process in the banking sector. The ideal candidate should have over 5 years of experience in a BPO environment, with a minimum of 2 years in a Team Lead role. The position involves leading a team, ensuring service level agreements are met, and maintaining high-quality customer interactions.

Key Responsibilities:

Team Management:

- Monitor daily quality and productivity metrics of the Customer Care Professionals (CCPs).
- Implement floor management policies to ensure adherence to service level agreements.
- Ensure all CCPs scheduled for the day are accounted for and systems are functioning properly.
- Provide real-time support to CCPs during their shifts, addressing technical issues and customer queries.
- Conduct daily coaching and huddle sessions.
- Ensure adherence to shift schedules and off-the-phone schedules.
- Escalate any issues to the Operations Manager.
- Take calls on high-volume days as needed.
- Fulfill monitoring and reporting requirements as necessary.

Quality & Compliance Monitoring:

- Provide timely and accurate updates to CCPs regarding hotline behaviors and compliance.
- Manage process-related activities within prescribed turnaround times.
- Attend calibration and alignment meetings with support groups.
- Ensure adherence to internal and external processes and handle disciplinary actions promptly.

Staff Development & Team Building:

- Address HR-related concerns and ensure high team morale through bonding activities.
- Coach CCPs on performance, conduct one-on-one feedback sessions, and develop Individual Development Plans (IDPs).
- Cascade process/product updates to CCPs in a timely manner.




- Analyze call handling trends for coaching and action planning.

Administrative Functions:

- Generate and manage attendance records.
- Reflect approved schedule changes and conduct yearly performance appraisals.
- Investigate violations and recommend disciplinary actions as necessary.
- Submit required reports, including weekly coaching logs, team performance reviews, and performance appraisals.

Safety and Security:

- Uphold the principles of the Quality Information Security Management System (QISMS).
- Ensure the confidentiality, integrity, and availability of critical information.
- Report information security-related incidents promptly and participate in related training.

Competencies:

Basic Competency Level:

- People Management/Team Orientation
- Drive for Results/Execution
- Thriving in Change
- Analytical Skills
- Presentation and Facilitation Skills
- Coaching and Process Improvement
- Performance Management
- Discipline Management

Moderate Competency Level:

- Communication Skills (Verbal & Written)
- Computing Skills
- Problem-Solving

Expert Competency Level:

- Customer Service Orientation
- Product Knowledge

Qualifications:

- At least two years of completed college education.
- Minimum of one year of experience in a BPO/call center setting handling inbound customer service for international credit card/financial service programs.
- Excellent communication, analytical, and customer service skills.

Physical Demands: May require weekend or evening work.

How to Apply:

If you meet the qualifications and are interested in this position, please send your updated resume to [email protected] with the following details:

- Name:
- Notice Period:
- Reason for Job Change:
- Availability for Interview:
- Current Organization:
- Current Designation:
- Current Location:
- Languages Known:
- Current Salary:
- Expected Salary:
- Experience in Banking Process:
- Experience in Chat Process:
- Total Years of Experience:
- Key Skills Matching Above Experience:
- Willing to Relocate:

For any inquiries, feel free to contact us at (phone hidden).

📌 Team Lead International Chat Process (Banking) (Hyderabad)
🏢 nexgenhiringexperts
📍 Hyderabad