Operations Team Lead
Impetus Career Consultants
Job Description
Team Leader – International Banking/Fintech
Experience: 3–7 Years
Relevant TL Experience: 2+ Years
Process: International Voice / Blended
Industry: Banking / Fintech / BFSI Shifts: Rotational / 24×7
Location: Gurugram
Key Responsibilities
· Manage a team handling international Banking/Fintech voice or blended processes.
· Monitor AHT, CSAT, FCR, Quality, Productivity and SLA.
· Conduct team huddles, coaching and performance reviews.
· Handle customer escalations and ensure timely resolution.
· Drive process adherence, quality and customer satisfaction.
· Prepare daily/weekly performance reports.
· Coordinate with Quality, Training and WFM teams.
Requirements
· 3–7 years of BPO/Customer Service experience with 2+ years as a Team Leader.
· Mandatory experience in International Voice/Blended processes.
· Banking, Fintech, BFSI, Payments or Financial Services experience preferred.
· Excellent communication, leadership and people-management skills.
· Willingness to work in rotational/night shifts.