Team Lead BNPL Support Health

Position- Team Leader (AM/DM)

Company: Fibe (Viman Nagar, Pune)
Experience: 35 Years

Job Summary

We are looking for a Team Lead / Assistant Manager / Deputy Manager – BNPL Support to manage a team of executives handling merchant queries and support over calls.

The candidate will be responsible for managing daily operations, team performance, customer service quality, productivity and escalations while ensuring smooth functioning of the BNPL support process.

Key Responsibilities

• Manage and lead a team of Tele calling Executives.
• Monitor daily team performance and ensure achievement of operational targets.
• Handle customer escalations and ensure timely resolution.
• Monitor calls to maintain service quality and process adherence.
• Conduct regular team huddles, coaching and feedback sessions.
• Track key performance metrics such as productivity, AHT, quality, attendance, adherence and resolution TAT.
• Identify performance gaps and take corrective actions.
• Prepare and maintain daily/weekly MIS and performance reports.
• Coordinate with internal teams to resolve customer-related issues.
• Ensure the team follows defined SOPs, processes and company policies.
• Support training and onboarding of new team members.
• Drive team engagement and maintain a positive work environment.
• Ensure a good customer experience across all interactions.

Candidate Requirements

• 3-5 years of experience as Team Leader on papers.
• Experience in BPO/NBFC industry is preferred.
• Strong communication and interpersonal skills.
• Good understanding of contact center metrics and team performance management.
• Strong escalation handling and problem-solving skills.
• Good knowledge of MIS and basic Excel.
• Experience in Fintech, BNPL, Banking, NBFC or E-commerce will be an added advantage.