Team Lead – Operations | BFSI Exposure Mandatory

Location:

MohaliExperience:

4+ years in International Voice ProcessTeam Leader Experience:

1–2+ years as Team LeaderIndustry:

BFSI – International Process Experience MandatoryCTC:

Up to ₹7 LPA⚡

Joining:

Immediate JoinersShift:

Night / Rotational Shifts

Job Responsibilities1. Team ManagementLead 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 OversightOversee 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 ManagementHandle escalations and address client/customer feedback.Prepare and share performance reports and operational updates with management and stakeholders.4.



Training & DevelopmentIdentify training and development requirements for team members.Support onboarding, knowledge retention, and continuous upskilling.5. Process ImprovementAnalyze operational and call performance data to identify improvement areas.Implement strategies to improve team performance, productivity, and customer experience.

Key Skills RequiredExcellent 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 (Mumbai)
🏢 Impetus Career Consultants
📍 Mumbai