Job Description

We are looking for an experienced and agile Team Leader for banking Process to manage and drive performance of a team handling support operations.

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The TL will be responsible for achieving KPIs, driving team engagement, improving customer satisfaction, and ensuring process compliance.

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Key Responsibilities:

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- Manage a team of agents
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- Monitor daily performance metrics (AHT, CSAT, FCR, Productivity, SLA)
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- Conduct team huddles, coaching sessions, and performance reviews
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- Analyze reports and identify performance improvement areas
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- Drive quality and compliance standards
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- Manage attrition and shrinkage
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- Ensure customer satisfaction targets are achieved
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- Coordinate with QA, Training, and Operations teams
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- Prepare weekly/monthly performance reports
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- Conduct WBR/QBR
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Mandatory Skills:

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- Team Leader Experience (Minimum 1–2 years)
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- KPI Management (AHT, CSAT, NPS, FCR, SLA)
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- Performance Management
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- Coaching & Mentoring
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- Attrition & Shrinkage etc
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- Excellent Communication
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📌 Team Lead (Gurugram)
🏢 TP
📍 Gurugram