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. Robust 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