Operations Team Lead

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.