Team Lead – Operations | BFSI Exposure Mandatory

? Location: Mohali

? Experience: 4+ years in International Voice Process

? Team Leader Experience: 1–2+ years as Team Leader

? Industry: BFSI – International Process Experience Mandatory

? CTC: Up to ₹7 LPA

⚡ Joining: Immediate Joiners

? Shift: Night / Rotational Shifts

Job Responsibilities

1. Team Management

- Lead and manage a team of voice process associates.
- Monitor team performance and provide regular coaching and feedback.
- Conduct one-on-one sessions and ensure adherence to quality, productivity, and customer satisfaction metrics.

2. Operations Oversight

- Oversee daily operations, including attendance, workflow, and shift management.
- Ensure adherence to SLAs, KPIs, quality, and productivity targets.
- Coordinate with Quality, Training, and Workforce Management teams.

3. Client & Stakeholder Management

- Handle escalations and address client/customer feedback.
- Prepare and share performance reports and operational updates with management and stakeholders.

4.



Training & Development

- Identify training and development requirements for team members.
- Support onboarding, knowledge retention, and continuous upskilling.

5. Process Improvement

- Analyze operational and call performance data to identify improvement areas.
- Implement strategies to improve team performance, productivity, and customer experience.

Key Skills Required

- Excellent verbal and written English communication.
- Strong leadership and people-management skills.
- Experience handling international BFSI voice processes.
- Strong understanding of international customer service standards.
- Experience with CRM systems, call monitoring tools, and reporting dashboards.
- Solid problem-solving, escalation handling, and conflict-resolution skills.
- Good time management and multitasking abilities.
- Strong understanding of KPIs, SLAs, Quality, CSAT, AHT, and Productivity metrics.

📌 Team Lead- International Bfsi (India)
🏢 Impetus Career Consultants
📍 India