Impetus Career Consultants
Website:
impetusconsultants.com
Job details:
Team Lead – Operations | BFSI Exposure Mandatory
📍 Location: Mohali
💼 Experience: 4+ years in International Voice Process
👥 Team Leader Experience: 1–2+ years as Team Leader
🏦 Industry: BFSI – International Process Experience Mandatory
💰 CTC: Up to ₹7 LPA
⚡ Joining: Immediate Joiners
🕐 Shift: Night / Rotational Shifts
Job Responsibilities
1. Team Management
- Lead and manage a team of voice process associates.
- Monitor team performance and provide regular coaching and feedback.
- Conduct one-on-one sessions and ensure adherence to quality, productivity, and customer satisfaction metrics.
2. Operations Oversight
- Oversee daily operations, including attendance, workflow, and shift management.
- Ensure adherence to SLAs, KPIs, quality, and productivity targets.
- Coordinate with Quality, Training, and Workforce Management teams.
3. Client & Stakeholder Management
- Handle escalations and address client/customer feedback.
- Prepare and share performance reports and operational updates with management and stakeholders.
4. Training & Development
- Identify training and development requirements for team members.
- Support onboarding, knowledge retention, and continuous upskilling.
5. Process Improvement
- Analyze operational and call performance data to identify improvement areas.
- Implement strategies to improve team performance, productivity, and customer experience.
Key Skills Required
- Excellent verbal and written English communication.
- Strong leadership and people-management skills.
- Experience handling international BFSI voice processes.
- Strong understanding of international customer service standards.
- Experience with CRM systems, call monitoring tools, and reporting dashboards.
- Strong problem-solving, escalation handling, and conflict-resolution skills.
- Good time management and multitasking abilities.
- Strong understanding of KPIs, SLAs, Quality, CSAT, AHT, and Productivity metrics.
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