Team Leader for US Banking Process

WE ARE HIRING – TEAM LEADER

Location:Goregaon East, Mumbai

We are looking for an experienced and dynamic Team Leader for an International Voice Process.

Key Responsibilities:

- Maintain team discipline, attendance, and absenteeism on the floor.

- Ensure staff retention and employee engagement.

- Coordinate effectively between managers and team members.

- Drive service quality, productivity, and achievement of targets.

- Lead team building, mentoring, and process implementation.

- Conduct regular performance feedback sessions with agents.

- Analyze process dashboards and team performance reports.

- Monitor AHT, WFM, SLA, and other key operational metrics.

- Prepare team rosters and manage shrinkage.

- Conduct regular audits and share constructive feedback.

- Monitor team performance and ensure timely reporting.

- Motivate associates through effective team management and career development.

- Prepare and submit Operations Reviews on time.

- Demonstrate strong analytical skills and proficiency in MS Excel.

Eligibility Criteria:

- Minimum 1 year of Team Leader experience (must be documented on papers).

- Mandatory experience in an International Voice Process

- Good understanding of AHT, WFM, SLA, and team management.

- Strong communication, leadership, and analytical skills.

- Excellent knowledge of MS Excel.

Interested candidates can share their updated resumes.

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