Team Lead

We are looking for an experienced and dynamic Team Leader for banking Process to manage and drive performance of a team handling support operations.

The TL will be responsible for achieving KPIs, driving team engagement, improving customer satisfaction, and ensuring process compliance.

Key Responsibilities:

• Manage a team of agents
• Monitor daily performance metrics (AHT, CSAT, FCR, Productivity, SLA)
• Conduct team huddles, coaching sessions, and performance reviews
• Analyze reports and identify performance improvement areas
• Drive quality and compliance standards
• Manage attrition and shrinkage
• Ensure customer satisfaction targets are achieved
• Coordinate with QA, Training, and Operations teams
• Prepare weekly/monthly performance reports
• Conduct WBR/QBR

Mandatory Skills:

• Team Leader Experience (Minimum 1–2 years)
• KPI Management (AHT, CSAT, NPS, FCR, SLA)
• Performance Management
• Coaching & Mentoring
• Attrition & Shrinkage etc
• Excellent Communication