Customer Support Bpo Team Leader

25,000 - 30,000 /month

Onecx Techservices Private Limited

Sector 6 Noida, Noida

3 - 6 years Experience in Customer Support / TeleCaller

5 Openings

Full Time

Skills Required

Computer Knowledge

Query Resolution

Job Highlights

Industry Type: BPO

Languages: Hindi

Graduate and above

All genders

6 days working | Rotational Shift

Job Benefits: PF

Job Description

Job Description – Team Leader (Inbound Banking Customer Service)

Position: Team Leader – Inbound Banking Customer Service
Location: Noida
Industry: BPO / Banking Process

Job Summary

We are seeking an experienced and motivated Team Leader to manage an Inbound Banking Customer Service team. The ideal candidate will be responsible for leading a team of Customer Service Executives, ensuring excellent customer experience, maintaining service quality, achieving operational KPIs, and driving team performance.

Key Responsibilities

Lead, coach, and motivate a team of Customer Service Executives handling inbound banking calls.
Monitor daily team performance to achieve productivity, quality, and service level targets.
Conduct regular team huddles, one-on-one sessions, and performance reviews.
Ensure adherence to banking processes, compliance guidelines, and company policies.
Handle customer escalations and provide timely resolutions.
Monitor call quality and provide constructive feedback to improve customer interactions.
Prepare and maintain daily, weekly, and monthly performance reports.
Coordinate with Quality, Training, and Operations teams to improve process efficiency.
Manage attendance, roster planning, shrinkage, and schedule adherence.
Identify training needs and support the development of team members.
Drive employee engagement and foster a positive work environment.

Desired Candidate Profile

Graduate in any discipline.
Minimum 4–5 years of experience in a BPO, with at least 3 year of experience as a Team Leader in an inbound customer service process.
Experience in banking or financial services processes is preferred.
Strong leadership, coaching, and people management skills.
Excellent communication and interpersonal abilities.
Good analytical and problem-solving skills.
Proficiency in MS Excel, MS Office, and reporting tools.
Ability to work in rotational shifts.

Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT)
Service Level Agreement (SLA) Adherence
Average Handling Time (AHT)
Quality Scores
First Call Resolution (FCR)
Team Productivity
Attendance and Schedule Adherence
Employee Engagement and Retention

What We Offer

Competitive salary
Career growth opportunities
Professional and collaborative work environment
Ongoing learning and development programs

Other Details

It is a Full Time Customer Support / TeleCaller job for candidates with 3 - 6 years of experience.

More about this Customer Support Bpo Team Leader job

Who is eligible to apply for this Customer Support Bpo Team Leader job at Onecx Techservices Private Limited?
Ans : Candidates should have a Graduate and above qualification and skills like Computer Knowledge, Query Resolution for this Customer Support Bpo Team Leader job offered by Onecx Techservices Private Limited.
How much can you earn in this position?
Ans : You can earn between ₹25,000-₹30,000 per month in this Customer Support Bpo Team Leader position.
What shift and timings does this job follow?
Ans : This Customer Support Bpo Team Leader job follows a Rotational shift.
Do you need to visit the office for this job?
Ans : Yes, candidates need to visit the office and work from the location in Sector 6 Noida, Noida.
How many openings are available for this position?
Ans : There are 5 openings available for this position.
Is this job open for all genders?
Ans : Yes, this Customer Support Bpo Team Leader job is open for both male and female candidates.
What work will you do in this role?
Ans : As a Customer Support Bpo Team Leader, you will work on skills like Computer Knowledge, Query Resolution.
Where is this job located?
Ans : This Customer Support Bpo Team Leader job is located in Sector 6 Noida, Noida.
What kind of candidate is ideal for this job?
Ans : A candidate with skills like Computer Knowledge, Query Resolution along with 3-6 years of experience is ideal for this Customer Support Bpo Team Leader job.
Why should you apply for this Customer Support Bpo Team Leader job?
Ans : This Customer Support Bpo Team Leader job offers a salary between ₹25,000-₹30,000 per month. This is a Full Time opportunity and has 5 openings available.