BFSI Team leader

We are looking for an experienced and responsible Team Leader to manage a team handling a banking process. The candidate will be responsible for team performance, customer service, process adherence, quality, productivity, and achieving operational targets.

Key Responsibilities

• Manage and supervise a team of Customer Service Executives handling banking-related customer queries.
• Monitor daily performance and ensure achievement of KPIs, SLAs, Quality, AHT, CSAT and Productivity targets.
• Conduct daily team huddles, briefings and performance discussions.
• Provide regular coaching and feedback to improve individual and team performance.
• Handle customer escalations and ensure timely resolution.
• Monitor attendance, schedule adherence and team productivity.
• Coordinate with QA, Training, WFM and Operations teams for smooth process functioning.
• Prepare and share daily, weekly and monthly performance reports.
• Ensure compliance with banking process guidelines, company policies and data-security requirements.
• Identify performance gaps and implement corrective action plans.
• Motivate team members and support employee engagement and retention.
• Ensure the team maintains high standards of customer service and process compliance.

Candidate Requirements

• Graduate in any discipline.
• 25 years of experience in BPO/customer service operations.
• Minimum 1 year of Team Leader / team-handling experience preferred.
• Experience in Banking, BFSI, Financial Services or Customer Support will be preferred.
• Excellent verbal and written communication skills.
• Strong leadership, coaching and problem-solving skills.
• Good knowledge of MS Excel and performance reporting.
• Ability to work in rotational shifts, including weekends as per business requirements.

Key Skills

Team Handling | Banking Process | BPO Operations | Customer Service | Voice Process | Non-Voice Process | KPI Management | SLA | CSAT | AHT | Quality | Escalation Management | Coaching | Performance Management | MS Excel

Note - Startek does not charge any fee or charges for the hiring process.