We are looking for an experienced and responsible Team Leader to manage a team handling a banking process. The candidate will be responsible for team performance, customer service, process adherence, quality, productivity, and achieving operational targets.

Key Responsibilities

- Manage and supervise a team of Customer Service Executives handling banking-related customer queries.
- Monitor daily performance and ensure achievement of KPIs, SLAs, Quality, AHT, CSAT and Productivity targets.
- Conduct daily team huddles, briefings and performance discussions.
- Provide regular coaching and feedback to improve individual and team performance.
- Handle customer escalations and ensure timely resolution.
- Monitor attendance, schedule adherence and team productivity.
- Coordinate with QA, Training, WFM and Operations teams for smooth process functioning.
- Prepare and share daily, weekly and monthly performance reports.
- Ensure compliance with banking process guidelines, company policies and data-security requirements.
- Identify performance gaps and implement corrective action plans.




- Motivate team members and support employee engagement and retention.
- Ensure the team maintains high standards of customer service and process compliance.

Candidate Requirements
- Graduate in any discipline.
- 25 years of experience in BPO/customer service operations.
- Minimum 1 year of Team Leader / team-handling experience preferred.
- Experience in Banking, BFSI, Financial Services or Customer Support will be preferred.
- Excellent verbal and written communication skills.
- Strong leadership, coaching and problem-solving skills.
- Positive knowledge of MS Excel and performance reporting.
- Ability to work in rotational shifts, including weekends as per business requirements.

Key Skills Team Handling | Banking Process | BPO Operations | Customer Service | Voice Process | Non-Voice Process | KPI Management | SLA | CSAT | AHT | Quality | Escalation Management | Coaching | Performance Management | MS Excel

Note - Startek does not charge any fee or charges for the hiring process.

📌 BFSI Team leader (Delhi)
🏢 STARTEK Aegis Customer Support Services
📍 Delhi