Roles & Responsibilities

Experience Required

- Responsible for maintaining discipline and managing absenteeism of the team on the floor.

- Responsible for staff retention within the team.

- Coordinate between Managers and Team Members.

- Ensure prompt and accurate service delivery and achievement of targets.

- Responsible for team building and implementation of processes.

- Handle and mentor team members.

- Provide performance feedback sessions to agents.

- Analyze various reports, including process dashboards and team performance reports.

- Should have working knowledge of AHT and WFM.

- Primary focus on achieving SLA.

- Motivate associates through effective management, career development and implementation of reporting mechanisms.

- Ensure timely submission of Operations Reviews.

- Prepare rosters and manage shrinkage.

- Conduct audits and share feedback with team members.

- Monitor team performance and report on metrics.

- Possess positive analytical skills and expertise in MS Excel.

- Minimum 1 year of Team Leader (TL) experience on papers in an International Voice Process.

📌 Team Leader - US Banking Process (Mumbai)
🏢 Gratitude
📍 Mumbai