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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

• It is a Full Time కస్టమర్ మద్దతు / టెలికాలర్ job for candidates with 3 - 6 years of experience.