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) Performance Management Coaching & Mentoring Attrition & Shrinkage etc Excellent Communication

📌 Team Lead (Gurugram)
🏢 TP
📍 Gurugram