Team Leader – US Banking Process
19 Views
20 hours ago
Experience
1–2 Year(s)
₹
Salary
Confidential
Location
Mumbai
5 candidate(s) already applied
Job Description
Roles & Responsibilities
Experience Required
-
Responsible for maintaining discipline and managing absenteeism of the team on the floor.
-
Responsible for staff retention within the team.
-
Coordinate between Managers and Team Members.
-
Ensure prompt and accurate service delivery and achievement of targets.
-
Responsible for team building and implementation of processes.
-
Handle and mentor team members.
-
Provide performance feedback sessions to agents.
-
Analyze various reports, including process dashboards and team performance reports.
-
Should have working knowledge of AHT and WFM.
-
Primary focus on achieving SLA.
-
Motivate associates through effective management, career development and implementation of reporting mechanisms.
-
Ensure timely submission of Operations Reviews.
-
Prepare rosters and manage shrinkage.
-
Conduct audits and share feedback with team members.
-
Monitor team performance and report on metrics.
-
Possess good analytical skills and expertise in MS Excel.
-
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
Similar Jobs
MDM SPECIALIST | 7–11 YRS | GURUGRAM | SALES PROGRAM & INCENTIVE MGMT
Gratitude Inc • 7 – 11 Year(s)
Master data management
Confidential
Gurugram, India
Real Estate Sourcing Specialist | Procurement
Gratitude Inc • 2 – 7 Year(s)
BPO Recruiter
2-5 Years of experience in conveyancing area/real estate contracts
Confidential
Bangalore, India
Third-Party Risk Management (TPRM) Analyst
Gratitude Inc • 5 – 10 Year(s)
Risk Mgt., Third Party Risk analysis, Supplier due diligence, SOC 2 controls and compliance
Vendor Management, Vendor qualification
₹ 83.33 – 1 Lacs p.m
Chennai, India
Process Manager - Customer Service
Gratitude Inc • 10 – 15 Year(s)
Good Knowledge of MS Office Word, Excel and Power BI
Excellent Communication, Customer Service and Empathy Skills
Exposure to HR tools / Call center (phone, emails and chats) structure
₹ 1.35 – 1.42 Lacs p.m
Mumbai, India
HR Specialist – Employee Relations & Case Management
Gratitude Inc • 5 – 8 Year(s)
Problem solver
Problem Solving
BPO Operations
₹ 60 – 70 Thousand p.m
Mumbai, India
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.
Location
NA, nigeria
Network
0+ Followers
Activity
500+ Posts
Interview Tips
Curated for this role
Giving the VNA round?
What are the most important skills you acquired as a Soft Skills/VNA trainer?
How would you handle an irate customer?
Mobile App
Get the Best Jobs
Right on your fingertips with instant alerts