We are currently hiring for the Team Leader – Voice/Blended Process position.

Position: Team Leader

LOB: Banking, Investing & Wealth Products

Experience: 4–6 years, with a minimum of 2 years as a People Manager in Voice BFSI

CTC: 30- 35% hike on the last CTC

Working Days: 5 Days

Location: Gurgaon, Sector 30

Role Overview

The Team Leader will be responsible for managing a team of Voice Support professionals, ensuring operational excellence, achievement of telephony-based SLAs, and maintaining a high-performance culture across banking, brokerage, and investment services.

Key Responsibilities
Monitor real-time call queues, occupancy, and agent availability.
Drive team KPIs including CSAT, AHT, FCR, and Quality Scores.
Conduct call monitoring and side-by-side coaching to improve communication, tone, empathy, and overall call quality.
Manage voice support for banking and card services.
Oversee complex wealth management and brokerage queries, including market/limit orders and fractional trading.
Ensure accurate handling of Cryptocurrency,



Private Market Investments, and Fixed Income-related queries.
Ensure compliance with financial regulations, data privacy, and call recording protocols.
Conduct daily huddles and maintain performance dashboards.
Handle high-priority verbal escalations and supervisor calls.
Support resolution of issues related to digital payment integrations such as Apple Pay/Google Pay and reward features.

Required Skills
Solid knowledge of BFSI, FinTech, or digital investment platforms.
Proven experience managing teams in a high-volume inbound/outbound voice setting.
Excellent verbal communication and coaching skills.
Solid understanding of telephony metrics such as Service Level and Abandonment Rate.
Good analytical and reporting skills.

Preferred Qualifications
Graduation in any discipline;
Finance or Business preferred.
Prior experience managing voice teams in investment or digital banking.
Certific

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