Team Lead

Operational Excellence:
Ensure strict adherence to process guidelines, especially when handling sensitive financial information.
Maintain schedule adherence, attendance, and real-time queue management.
Coordinate with Workforce Management (WFM) to ensure optimal staffing and coverage.
Drive continuous improvement initiatives to enhance efficiency and customer experience.
Coaching and Mentoring: coach team members, providing feedback and support to help them develop their skills and improve performance.
Managing Conflicts: Team leads are responsible for resolving conflicts within the team. They listen to all parties involved, understand the root causes, and work towards finding effective solutions.
Facilitating Communication: A team lead ensures effective communication within the team and between departments. They facilitate open dialogue, ensuring that information flows smoothly and that team members feel heard.
Removing Obstacles: Team leads actively intervene to remove barriers that hinder productivity, whether they are technical issues, resource shortages, or unclear requirements.
Fostering Team Collaboration: Creating a collaborative work environment is essential. Team leads encourage teamwork, trust, and mutual support among team members, which enhances overall performance.

Team Management & Performance:

Lead, mentor, and manage a team of chat support associates.
Monitor daily performance against key metrics such as AHT, ASAT, Quality, Productivity, and Adherence.
Conduct regular team huddles, one-on-one sessions, and performance reviews.
Identify performance gaps and implement corrective action plans.

Quality & Compliance:

Ensure high quality scores by conducting audits, calibrations, and coaching sessions.
Maintain compliance with data privacy, security, and financial regulations.
Address quality gaps through targeted coaching and refresher training.

Client & Stakeholder Management:

Act as the primary point of contact for client communication and escalations.
Share performance reports, insights, and action plans with clients.
Ensure client SLAs and expectations are consistently met or exceeded.

Customer Experience:

Drive superior customer satisfaction (ASAT) through effective coaching and process adherence.
Handle escalated customer interactions when required.
Promote a customer-first mindset within the team

Key Skills & Competencies:

Excellent written and verbal communication skills
Strong understanding of chat support operations
Proven experience managing KPIs: AHT, ASAT, Quality, Adherence
Ability to analyze data and drive performance improvements
Strong people management and coaching skills
Client-facing experience with professional presentation skills
Problem-solving and decision-making ability

Education: Graduate

Preferred skills: India Banking->Consumer Banking, Mortgage, Lending Operations, Commercial Banking