Job Description
Team Lead – Operations | BFSI Exposure Mandatory
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nLocation: Mohali
nExperience: 4+ years in International Voice Process
nTeam Leader Experience: 1–2+ years as Team Leader
nIndustry: BFSI – International Process Experience Mandatory
nCTC: Up to ₹7 LPA
n⚡ Joining: Immediate Joiners
nShift: 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.n
- Monitor team performance and provide regular coaching and feedback.n
- Conduct one-on-one sessions and ensure adherence to quality, productivity, and customer satisfaction metrics.n

n2. Operations Oversight
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- Oversee daily operations, including attendance, workflow, and shift management.n
- Ensure adherence to SLAs, KPIs, quality, and productivity targets.n
- Coordinate with Quality, Training, and Workforce Management teams.n

n3. Client & Stakeholder Management
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- Handle escalations and address client/customer feedback.n




- Prepare and share performance reports and operational updates with management and stakeholders.n

n4. Training & Development
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- Identify training and development requirements for team members.n
- Support onboarding, knowledge retention, and continuous upskilling.n

n5. Process Improvement
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- Analyze operational and call performance data to identify improvement areas.n
- Implement strategies to improve team performance, productivity, and customer experience.n

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nKey Skills Required
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- Excellent verbal and written English communication.n
- Strong leadership and people-management skills.n
- Experience handling international BFSI voice processes .n
- Strong understanding of international customer service standards.n
- Experience with CRM systems, call monitoring tools, and reporting dashboards.n
- Strong problem-solving, escalation handling, and conflict-resolution skills.n
- Good time management and multitasking abilities.n
- Solid underst

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