Team Lead
TP Systems · Gurugram · onsite · Posted 57d ago
Not disclosed1–3 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
We are looking for an experienced and dynamic Team Leader for banking Process to manage and drive performance of a team handling support operations.
The TL will be responsible for achieving KPIs, driving team engagement, improving customer satisfaction, and ensuring process compliance.
Key Responsibilities:
- Manage a team of agents
- Monitor daily performance metrics (AHT, CSAT, FCR, Productivity, SLA)
- Conduct team huddles, coaching sessions, and performance reviews
- Analyze reports and identify performance improvement areas
- Drive quality and compliance standards
- Manage attrition and shrinkage
- Ensure customer satisfaction targets are achieved
- Coordinate with QA, Training, and Operations teams
- Prepare weekly/monthly performance reports
- Conduct WBR/QBR
Mandatory Skills:
- Team Leader Experience (Minimum 1–2 years)
- KPI Management (AHT, CSAT, NPS, FCR, SLA)
- Performance Management
- Coaching & Mentoring
- Attrition & Shrinkage etc
- Excellent Communication
Sourced from foundit
Skills
CSATmentoringKPI ManagementSLANPSFCRAhtperformance managementCoaching