Credit Card Team Lead

Globiva; Gurugram District; On-site; INR 480,000 - 640,000; Full time

Job summary

Globiva is seeking a Team Leader to manage a BPO team at Sector 18, Udyog Vihar Phase 4, Gurgaon. The role requires strong people management, communication, and process oversight to drive quality and performance. You will monitor AHT, shrinkage, attrition and drive continuous improvement initiatives.

The ideal candidate should have at least 1 year of TL experience in BPO, excellent communication, and a graduation degree. Immediate joining would be a plus. 6 days a week work location is Gurgaon.

Qualifications

• Must have at least 1 year of experience as Team Leader in BPO.
• Excellent communication skills required.
• Graduation is mandatory.

Responsibilities

• Effectively manage the team to meet targets and service levels.
• Monitor key metrics such as AHT, attrition, shrinkage, and YTD/MTD performance.
• Provide timely feedback and conduct weekly quality audits.
• Develop action plans for advisors needing coaching or development.
• Track attrition and performance; report to OPS Manager and initiate CAP/DAP as needed.
• Identify process gaps and collaborate with the client to implement improvements.

Skills

Team management

Communication

Performance monitoring

Coaching

Reporting

Education

Graduation

Job description

JD For Team Leader

Key responsibilities and skills:

• Demonstrated ability to effectively manage a team.
• Must Know AHT, Attrition, Shrinkage, YTD/MTD ETC.
• Expert knowledge of Operations processes and supporting tools.
• Monitoring customer interactions and providing timely feedback.
• Conducting quality audits on weekly basis. Studying the team data to analyze and drawing trends.
• Drawing up action plans for the advisors requiring coaching or development
• Tracking attrition and performance regularly. Providing updates to OPS Manager regularly with respect to the performance of the team and any issues faced by them. Initiating CAP/DAP as required.
• Monitoring team performance. Enable development opportunities for team through participation in various initiatives.
• Prepare development plans for team members and track their implementation.
• Answering queries raised by the team. Interaction with client on need basis for delivery.
• Preparing reports, incentive sheet, etc. Identifying process gaps and collaborates with the Client to formulate solutions. Strong written and verbal communication skills; appropriately communicates with all levels of customers from assistants to Sr. Executives. Strong customer service skill.

Preferred candidate profile

• 1) Minimum 1 year experience as TL in BPO is mandatory.
• 2) Excellent communication is required.
• 3) Graduation is must.
• 4) Immediate joiner would be preferred.

Work Location - Sector 18, Udyog Vihar Phase 4, Gurgaon (Haryana)

6 days working