A2 to A3

Or

P1 to P2

- Average PMI (last 6 months)/PMS rating 3 and above
- 1 year of exp in the current role
- No Warning Letter issued in the past 6 months
- E-learning mandatory courses certified wherever applicable

Responsibilities

">Bachelor’s degree in a relevant field (preferred) with minimum 6 years of experience in customer service, direct selling, telemarketing, or a related field.

>Proven leadership and supervisory experience with robust communication and interpersonal skills in English and at least one regional language.

>Strong problem-solving and decision-making abilities with sound knowledge of banking products, services, and regulations.

>Additional certifications as required by the bank or regulator are desirable.

>Lead and manage a team of Team Leads and customer service associates; provide guidance, coaching, and support to Team Leads in their supervisory roles.





>Handle escalated customer queries and complaints and ensure smooth daily operations while meeting SLAs.

>Monitor KPIs, analyze performance, and implement corrective actions where required.

>Support workforce planning and coordination with HR, including scheduling and resource allocation.

>Identify training needs and skill gaps and facilitate capability development across teams.

>Conduct regular meetings & Reviews with Team Leads to communicate updates, objectives, and operational challenges.

>Prepare and analyze reports related to contact center performance and collaborate with senior management to implement improvement strategies."

Qualifications

Graduation

📌 Senior Team Leader (Mumbai)
🏢 Digitide Solutions
📍 Mumbai