Key Responsibilities
Manage teams handling international Banking or Travel voice processes.
Monitor key metrics including AHT, CSAT, FCR, Quality, Productivity and SLA.
Handle customer escalations and ensure timely resolution.
Conduct team huddles, coaching, performance reviews and action plans.
Drive process adherence, customer satisfaction and operational performance.
Prepare and present daily/weekly/monthly performance reports.
Coordinate with Quality, Training and WFM teams.
Manage attrition, attendance, employee engagement and team performance.
Ensure compliance with process guidelines and company policies.
Requirements
410 years of experience in BPO/Contact Centre operations.
Team Leader: Minimum 1–2 years of team-handling experience.
Manager: Minimum 3+ years of team/operations management experience.
Mandatory experience in International Voice Process.
Banking/BFSI/Fintech or International Travel & Ticketing experience preferred.
Solid communication, leadership and people-management skills.
Willingness to work in rotational/night shifts.Role & responsibilities
📌 Team Leader Manager Us Customer Service Banking/travel Gurugram (India)
🏢 Lalit Gayen
📍 India
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