Team Lead

Job Description

Position: Team Lead (Operations) for a Banking client Company: Sterling Customer Experience Pvt. Ltd. Process: Chat based Location: Powai, Mumbai Experience: Minimum 4 years of experience as a Team Lead (Operations) on papers in a BPO set-up. Location: Applicable for candidates based out of Mumbai only. Outstation candidates, please don't apply. Interested Candidate can share their CV on juhi.sawant@sterling-outsourcing.com or 9958117259 ONLY CANDIDATE WITH PRIOR INTERNATIONAL BPO EXPERIENCE RESIDING IN MUMBAI SHOULD APPLY EXPERIENCE IN BANKING DOMAIN IS MUST. Hiring for Team manager position for Sterling unit based out in Powai, Mumbai . We are looking for a team manager who has a prior experience of handling a team in a BPO in International Banking sector . The role involves supervising daily operations, driving team performance, ensuring adherence to SLAs while maintaining quality and process improvement ideas. Looking for people who can join us within a week. Shift - 24/7 shifts with 5 days working and rotational offs. Team Leadership & Supervision Lead and motivate a team of agents to achieve performance metrics. Conduct regular team meetings to communicate updates, expectations, and address concerns. Foster a positive work environment that encourages teamwork and personal growth. Performance Management Monitor individual and team performance against established KPIs (Key Performance Indicators). Provide regular feedback, coaching, and performance appraisals to team members. Implement performance improvement plans when necessary. Training & Development Identify training needs and coordinate training sessions for team members. Support new hires through the onboarding process and ensure they are adequately trained. Encourage continuous learning and development within the team. Quality Assurance & Client Engagement Ensure adherence to quality standards and compliance with company policies. Conduct regular quality checks and audits on agent interactions. Address and resolve quality issues promptly. Handle escalated customer issues and complaints, providing resolutions in a timely manner. Operational Efficiency & Reporting Manage daily workflow and adjust staffing levels as needed to meet client demands. Collaborate with the Operations Manager to develop and implement process improvements. Track and report on team performance metrics and operational outcomes. Prepare and submit regular reports to the Operations Manager.