Team Lead – Operations | BFSI Exposure Mandatory

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n? Location: Mohali

n? Experience: 4+ years in International Voice Process

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

n? Industry: BFSI – International Process Experience Mandatory

n? CTC: Up to ₹7 LPA

n⚡ Joining: Immediate Joiners

n? Shift: Night / Rotational Shifts

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nJob Responsibilities

n1. Team Management

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- Lead and manage a team of voice process associates.
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- Monitor team performance and provide regular coaching and feedback.
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- Conduct one-on-one sessions and ensure adherence to quality, productivity, and customer satisfaction metrics.
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n2. Operations Oversight

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- Oversee daily operations, including attendance, workflow, and shift management.
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- Ensure adherence to SLAs, KPIs, quality, and productivity targets.
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- Coordinate with Quality, Training, and Workforce Management teams.
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n3. Client & Stakeholder Management

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- Handle escalations and address client/customer feedback.
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- Prepare and share performance reports and operational updates with management and stakeholders.
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n4.



Training & Development

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- Identify training and development requirements for team members.
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- Support onboarding, knowledge retention, and continuous upskilling.
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n5. Process Improvement

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

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- Excellent verbal and written English communication.
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- Robust leadership and people-management skills.
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- Experience handling international BFSI voice processes.
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- Strong understanding of international customer service standards.
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- Experience with CRM systems, call monitoring tools, and reporting dashboards.
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- Strong problem-solving, escalation handling, and conflict-resolution skills.
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- Good time management and multitasking abilities.
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- Strong understanding of KPIs, SLAs, Quality, CSAT, AHT, and Productivity metrics.
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📌 Team Lead- International BFSI (Sahibzada Ajit Singh Nagar)
🏢 Impetus Career Consultants
📍 Sahibzada Ajit Singh Nagar