Team Lead - BFSI
PineQ Lab Technology · India
Job Description
We are currently hiring for the Team Leader – Voice/Blended Process position .
Position: Team Leader
LOB: Banking, Investing & Wealth Products
Experience: 4–6 years, with a minimum of 2 years as a People Manager in Voice BFSI
CTC: 30- 35% hike on the last CTC
Working Days: 5 Days
Location: Gurgaon, Sector 30
Role Overview
The Team Leader will be responsible for managing a team of Voice Support professionals, ensuring operational excellence, achievement of telephony-based SLAs, and maintaining a high-performance culture across banking, brokerage, and investment services.
Key Responsibilities
- Monitor real-time call queues, occupancy, and agent availability.
- Drive team KPIs including CSAT, AHT, FCR, and Quality Scores .
- Conduct call monitoring and side-by-side coaching to improve communication, tone, empathy, and overall call quality.
- Manage voice support for banking and card services.
- Oversee complex wealth management and brokerage queries, including market/limit orders and fractional trading.
- Ensure accurate handling of Cryptocurrency, Private Market Investments, and Fixed Income-related queries.
- Ensure compliance with financial regulations, data privacy, and call recording protocols.
- Conduct daily huddles and maintain performance dashboards.
- Handle high-priority verbal escalations and supervisor calls.
- Support resolution of issues related to digital payment integrations such as Apple Pay/Google Pay and reward features.
Required Skills
- Strong knowledge of BFSI, FinTech, or digital investment platforms .
- Proven experience managing teams in a high-volume inbound/outbound voice environment.
- Excellent verbal communication and coaching skills.
- Strong understanding of telephony metrics such as Service Level and Abandonment Rate.
- Good analytical and reporting skills.
Preferred Qualifications
- Graduation in any discipline; Finance or Business preferred.
- Prior experience managing voice teams in investment or digital banking.
- Certification in soft skills training or quality management would be an advantage.
Interested candidates can share their updated CV at: khushi.agarwal@pineqlab.com