Team Leader

Job Description

Job Title: Team Leader Customer Support Location: Ghansoli, Navi Mumbai Job Type: Full-time Department: Customer Support / Operations Job Summary We are seeking an experienced and dynamic Team Leader to manage our Customer Support team within the banking domain . The ideal candidate will have a strong background in customer service, excellent communication skills, and hands-on experience in managing team performance, shrinkage, and attrition. This role requires a motivated individual who can lead by example, inspire team members, and ensure high-quality service delivery. Key Responsibilities Lead, manage, and motivate a team of customer support executives handling banking-related queries. Ensure achievement of key performance indicators (KPIs) including customer satisfaction, resolution time, and service quality. Monitor team attendance, productivity, and adherence to schedules. Analyze shrinkage and attrition trends, and implement effective strategies to control them. Conduct regular team meetings, one-on-ones, and performance reviews. Train and mentor team members to ensure professional growth and service excellence. Act as the point of escalation for complex customer issues. Prepare and present regular reports on team performance and improvement plans. Required Qualifications Graduate in any discipline. Proven experience in a Team Leader or supervisory role in Customer Support , preferably in the banking or financial services sector . Strong knowledge and practical understanding of shrinkage and attrition management . Excellent verbal and written communication skills in English. Ability to work under pressure and manage multiple priorities effectively. Proficient in MS Office and customer support tools/CRM systems. Desired Skills Strong leadership and motivational skills. Analytical mindset with attention to detail. Good interpersonal skills with a customer-first approach This job is provided by Shine.com Show more Show less