Team Lead Opreation- International Voice Process PES Hr Services

About PES Hr Services

Job Description

Job Title: Team Lead - Ops (International Voice Process Banking)
Location: Bhayandar Mumbai
Experience: 10+ years
Education: Graduate (Six Sigma certification is an added advantage)
Job Summary:
We are looking for a motivated and experienced Team Lead to manage our international voice
process focused on banking products such as credit cards, loans, and lending. The ideal candidate
will have strong leadership skills, expertise in process management, and the ability to drive team
performance in a fast-paced environment.
Key Responsibilities:
Lead and manage a team of agents handling international voice processes related to credit
cards, loans, and lending services.
Monitor daily operations, including call calibration, call listening, and providing
constructive feedback to ensure high-quality customer interactions.
Manage shrinkage, absenteeism, and attrition to maintain optimal staffing levels and
productivity.
Prepare and analyze reports using advanced Excel and Power BI to track team
performance, SLA adherence, and key business metrics.
Drive continuous process improvements through data analysis and implementation of
best practices.
Facilitate team meetings, training sessions, and one-on-one coaching to develop skills
and enhance team engagement.
Collaborate with cross-functional teams to resolve escalations and ensure customer
satisfaction.
Ensure compliance with company policies, regulatory requirements, and audit standards.
Required Skills and Qualifications:
Graduate degree is mandatory.
Prior experience 8-10 years in team handling within an international voice process in
banking or financial services.
Strong knowledge of credit card, loan, or lending processes is preferred.
Excellent communication and interpersonal skills with a proven ability to lead and
motivate teams.
Experience in call calibration, call listening, and feedback mechanisms.
Proficiency in managing shrinkage, attrition, and workforce scheduling.
Advanced skills in Excel (pivot tables, formulas, data analysis) and working knowledge
of Power BI or similar reporting tools.
Six Sigma certification or equivalent process improvement qualification is a plus.

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rdubey@gmail.com

9893743892