Customer Support Team Leader – Banking

Company: ADA Tech Solution
Job Type: Full-Time
Work Mode: Work From Office
Location: Cosmos Bank, University Road, Pune
Experience: 2–4 Years

Job Description

ADA Tech Solution is looking for an experienced Customer Support Team Leader – Banking to lead and manage a team of customer support executives handling banking-related customer queries and service requests.

The ideal candidate should have strong team-handling experience, excellent customer-service skills, and the ability to manage KPIs, SLAs, quality, escalations, and day-to-day team performance.

Key Responsibilities

- Lead and manage a team of Customer Support Executives handling banking-related customer interactions.
- Monitor daily team performance and ensure achievement of KPIs, SLAs, productivity, and quality targets.
- Handle escalated customer queries and complaints and ensure timely resolution.
- Monitor calls and customer interactions to ensure adherence to process and quality standards.
- Conduct daily team huddles, briefings, feedback sessions, and performance discussions.
- Coach and mentor team members to improve customer handling, productivity, and process knowledge.
- Track attendance, adherence, productivity, quality, and individual team performance.
- Prepare daily, weekly, and monthly MIS and performance reports.
- Identify recurring customer issues and coordinate with relevant internal teams for resolution.
- Ensure team members follow banking processes, SOPs, scripts, escalation procedures, and data-security guidelines.




- Support training and onboarding of new team members.
- Conduct quality checks and provide constructive feedback.
- Manage team concerns and support employee performance improvement.
- Maintain professional communication with customers and internal stakeholders.
- Identify process gaps and suggest improvements to customer experience and operational efficiency.

Required Skills & Experience

- 2–4 years of relevant experience in Customer Support, Banking, BPO, Contact Centre, or a similar environment.
- Prior experience as a Team Leader / Supervisor is preferred.
- Experience in managing customer-service teams and performance KPIs.
- Strong customer-handling and escalation-management skills.
- Banking or financial-services process experience will be an advantage.
- Good knowledge of KPIs, SLAs, productivity, quality, and adherence.
- Good knowledge of MS Excel and basic MIS reporting.
- Excellent verbal and written communication skills.
- Strong leadership, coaching, problem-solving, and decision-making abilities.
- Ability to work in a fast-paced environment and manage multiple priorities.

Key Competencies

Team Leadership | Customer Service | Banking Process | Escalation Management | KPI Management | Quality Monitoring | Coaching & Training | MIS Reporting | Problem Solving

Job Location

Cosmos Bank, University Road, Pune

Interested candidates can apply with their updated resume.

Pay: ₹25,000.00 - ₹30,000.00 per month

Advantages:

- Provident Fund

Work Location: In person

📌 Team Leader- Customer Support ( Banking Sector) (Swargate)
🏢 ADA Tech Solutions
📍 Swargate