Experience: 4 Years
Role: Team Leader / Training Manager
Shift: Rotational / 247
Location: Gurugram
Key Responsibilities
- Manage teams handling international Banking or Travel voice processes.
- Monitor key metrics including AHT, CSAT, FCR, Quality, Productivity and SLA.
- Handle customer escalations and ensure timely resolution.
- Conduct team huddles, coaching, performance reviews and action plans.
- Drive process adherence, customer satisfaction and operational performance.
- Prepare and present daily/weekly/monthly performance reports.
- Coordinate with Quality, Training and WFM teams.
- Manage attrition, attendance, employee engagement and team performance.
- Ensure compliance with process guidelines and company policies.
Requirements
- 410 years of experience in BPO/Contact Centre operations.
- Team Leader: Minimum 1–2 years of team-handling experience.
- Manager: Minimum 3+ years of team/operations management experience.
- Mandatory experience in International Voice Process.
- Banking/BFSI/Fintech or International Travel & Ticketing experience preferred.
- Robust communication, leadership and people-management skills.
- Willingness to work in rotational/night shifts.Role & responsibilities
📌 Team Leader | Manager- US Customer Service (Banking/Travel) (Gurugram)
🏢 Lalit Gayen
📍 Gurugram
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