Team Lead, Management

We are looking for an experienced and dynamic   Team Leader for Domestic banking Process   to manage and drive performance of a team handling support operations.
The Team Leader will be responsible for achieving KPIs, driving team engagement, improving customer satisfaction, and ensuring process compliance.

Key Responsibilities:

Manage a team of 18–20 team with   Collections Experience
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

Mandatory

Skills:

Team Handling Experience (Minimum 1–2 years as TL in   Collections Process  )
KPI Management (AHT, CSAT, NPS, FCR, SLA)
Dialer , Masterfile Creation & bucket list managing Knowledge
Performance Management
Coaching & Mentoring
Attrition & Shrinkage etc

Eligibility Criteria:

Graduate (Any Stream)
1 Year experience in Collections Process as Team Leader
Good communication skills