We are looking for an experienced and responsible Team Leader to manage a team handling a banking process. The candidate will be responsible for team performance, customer service, process adherence, quality, productivity, and achieving operational targets.

Key Responsibilities
Manage and supervise a team of Customer Service Executives handling banking-related customer queries.
Monitor daily performance and ensure achievement of KPIs, SLAs, Quality, AHT, CSAT and Productivity targets.
Conduct daily team huddles, briefings and performance discussions.
Provide regular coaching and feedback to improve individual and team performance.
Handle customer escalations and ensure timely resolution.
Monitor attendance, schedule adherence and team productivity.
Coordinate with QA, Training, WFM and Operations teams for smooth process functioning.
Prepare and share daily, weekly and monthly performance reports.
Ensure compliance with banking process guidelines, company policies and data-security requirements.
Identify performance gaps and implement corrective action plans.




Motivate team members and support employee engagement and retention.
Ensure the team maintains high standards of customer service and process compliance.

Candidate Requirements
Graduate in any discipline.
25 years of experience in BPO/customer service operations.
Minimum 1 year of Team Leader / team-handling experience preferred.
Experience in Banking, BFSI, Financial Services or Customer Support will be preferred.
Excellent verbal and written communication skills.
Robust leadership, coaching and problem-solving skills.
Positive knowledge of MS Excel and performance reporting.
Ability to work in rotational shifts, including weekends as per business requirements.

Key Skills Team Handling | Banking Process | BPO Operations | Customer Service | Voice Process | Non-Voice Process | KPI Management | SLA | CSAT | AHT | Quality | Escalation Management | Coaching | Performance Management | MS Excel

Note - Startek does not charge any fee or charges for the hiring process.

📌 Bfsi Team Leader Delhi
🏢 Startek Aegis Customer Support Services
📍 Delhi