Team Leader – International Banking/Fintech
Experience : 3–7 Years
Relevant TL Experience : 2+ Years
Process: International Voice / Blended
Industry : Banking / Fintech / BFSI Shifts: Rotational / 24×7
Location : Gurugram
Key Responsibilities
· Manage a team handling international Banking/Fintech voice or blended processes.
· Monitor AHT, CSAT, FCR, Quality, Productivity and SLA.
· Conduct team huddles, coaching and performance reviews.
· Handle customer escalations and ensure timely resolution.
· Drive process adherence, quality and customer satisfaction.
· Prepare daily/weekly performance reports.
· Coordinate with Quality, Training and WFM teams.
Requirements
· 3–7 years of BPO/Customer Service experience with 2+ years as a Team Leader.
· Mandatory experience in International Voice/Blended processes.
· Banking, Fintech, BFSI, Payments or Financial Services experience preferred.
· Excellent communication, leadership and people-management skills.
· Willingness to work in rotational/night shifts.

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