We are seeking a dedicated and experienced Team Leader for our Banking Operations team in Maharashtra. The ideal candidate will be responsible for overseeing the daily operations of the inbound customer service team, ensuring that all processes are executed efficiently and effectively.
The Team
Leader will play a crucial role in managing team performance, focusing on key performance indicators (KPIs) related to shrinkage, attrition, and service level agreements (SLAs).
Key Responsibilities
- Lead and manage a team of customer service representatives, providing guidance and support to ensure high levels of performance and customer satisfaction.
- Monitor team performance against KPIs and implement strategies to improve efficiency and effectiveness.
- Address and resolve any issues related to team dynamics, performance, and customer service delivery.
- Conduct regular training sessions and performance reviews to enhance team skills and knowledge.
- Collaborate with other departments to ensure seamless operations and customer experience.
- Analyze data related to shrinkage and attrition, developing action plans to mitigate these issues.
- Ensure compliance with all banking operations policies and procedures.
Required Skills
- Solid leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in managing KPIs and understanding of SLA management.
- Experience in banking operations and inbound customer service processes.
- Ability to analyze data and develop actionable insights.
- Strong problem-solving skills and a customer-focused mindset. If you are a motivated individual with a passion for leading teams and driving operational excellence in the banking sector, we encourage you to apply for this exciting opportunity.