Team Leader – US Banking Process
18 Views
20 hours ago
Experience
1–2 Year(s)
₹
Salary
Confidential
Location
Mumbai
4 candidate(s) already applied
Job Description
Roles & Responsibilities
Experience Required
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Responsible for maintaining discipline and managing absenteeism of the team on the floor.
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Responsible for staff retention within the team.
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Coordinate between Managers and Team Members.
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Ensure prompt and accurate service delivery and achievement of targets.
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Responsible for team building and implementation of processes.
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Handle and mentor team members.
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Provide performance feedback sessions to agents.
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Analyze various reports, including process dashboards and team performance reports.
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Should have working knowledge of AHT and WFM.
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Primary focus on achieving SLA.
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Motivate associates through effective management, career development and implementation of reporting mechanisms.
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Ensure timely submission of Operations Reviews.
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Prepare rosters and manage shrinkage.
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Conduct audits and share feedback with team members.
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Monitor team performance and report on metrics.
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Possess good analytical skills and expertise in MS Excel.
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Minimum 1 year of Team Leader (TL) experience on papers in an International Voice Process.
Key Skills
4 Skills
Banking
Team Leader
Team Management
BPO Call center
Role Specifications
Role
Team Leader
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
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About Company
Gratitude Inc is a global company with presence across APAC, Africa, and USA. We are known for our people, innovation and customer focused approach.
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