Job DescriptionWe are looking for an experienced and energetic Team Leader for banking Process to manage and drive performance of a team handling support operations.
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nThe TL will be responsible for achieving KPIs, driving team engagement, improving customer satisfaction, and ensuring process compliance.
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nKey Responsibilities:
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- Manage a team of agentsn
- Monitor daily performance metrics (AHT, CSAT, FCR, Productivity, SLA)n
- Conduct team huddles, coaching sessions, and performance reviewsn
- Analyze reports and identify performance improvement areasn
- Drive quality and compliance standardsn
- Manage attrition and shrinkagen
- Ensure customer satisfaction targets are achievedn
- Coordinate with QA, Training, and Operations teamsn
- Prepare weekly/monthly performance reportsn
- Conduct WBR/QBRn

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nMandatory Skills:
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- Team Leader Experience (Minimum 1–2 years)n
- KPI Management (AHT, CSAT, NPS, FCR, SLA)n
- Performance Managementn
- Coaching & Mentoringn
- Attrition & Shrinkage etcn
- Excellent Communicationn

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📌 Team Lead (Gurugram)
🏢 TP
📍 Gurugram