Team Leader | Manager- US Customer Service (Banking/Travel)

Team Leader / Manager International Voice Process

Process: International Banking / Travel Voice

Experience: 4 Years
Role: Team Leader / Training Manager
Shift: Rotational / 247
Location: Gurugram

Key Responsibilities

• Manage teams handling international Banking or Travel voice processes.
• Monitor key metrics including AHT, CSAT, FCR, Quality, Productivity and SLA.
• Handle customer escalations and ensure timely resolution.
• Conduct team huddles, coaching, performance reviews and action plans.
• Drive process adherence, customer satisfaction and operational performance.
• Prepare and present daily/weekly/monthly performance reports.
• Coordinate with Quality, Training and WFM teams.
• Manage attrition, attendance, employee engagement and team performance.
• Ensure compliance with process guidelines and company policies.

Requirements

• 410 years of experience in BPO/Contact Centre operations.
• Team Leader: Minimum 1–2 years of team-handling experience.
• Manager: Minimum 3+ years of team/operations management experience.
• Mandatory experience in International Voice Process.
• Banking/BFSI/Fintech or International Travel & Ticketing experience preferred.
• Strong communication, leadership and people-management skills.
• Willingness to work in rotational/night shifts.Role & responsibilities