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.
📌 Lead Management Operations Administrator (Gurugram)
🏢 Impetus Career Consultants
📍 Gurugram
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.