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




- 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.
- Strong problem-solving, escalation handling, and conflict-resolution skills.
- Positive time management and multitasking abilities.
- Strong understanding of KPIs, SLAs, Quality, CSAT, AHT, and Productivity metrics.

📌 Team Lead- International BFSI (Sahibzada Ajit Singh Nagar)
🏢 Impetus Career Consultants
📍 Sahibzada Ajit Singh Nagar