A3 to A4

Or

P2 to P3

- Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable)
- 1 year in the current role
- No Warning Letter issued in the past 6 months
- Mandatory E-learning 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 strong communication and interpersonal skills in English and at least one regional language.

>Solid 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