Team Lead (Banking Process)

Airful Consulting

4 - 9 years

5 - 9 Lacs

hyderabad bengaluru

Posted:1 day ago| Platform:

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Skills Required

banking process team leading bpo operations kpi kra sla management csat attrition

Work Mode

Work from Office

Job Type

Full Time

Job Description

Team Leader

Role and Key Responsibilities:

Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements

Regularly impart effective coaching to team members, enabling consistent high performance delivery

Identify performance related issues, develop an action plan for improvement and implement corrective action

Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs’) and financial expectations
Communicate expectations to employees and provide timely updates
Provide subject matter expertise in handling escalated customer calls as needed
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes, policies and procedures. Attend required manager development training

Desired Skills:

Associate's degree in related field with two to four years of relevant experience preferred
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Work well under pressure and follow through on items to completion
Strong communication skills, both written and verbal
Ability to lead team members multi-tasking, prioritization, and meeting timelines of deliverables
Ability to mentor, coach and provide direction to team members
Willingness to work in a flexible schedule

Educational Qualification :

Preferred candidate profile

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