Team Lead

Winx Consulting; Hyderabad, Bengaluru; Sur place; INR 900 000 - 1 500 000; Plein temps

Résumé du poste

Winx Consulting in Hyderabad is seeking a seasoned Team Lead for customer service in an international BPO environment focused on credit card and banking processes. You will lead a team, monitor KPIs, and collaborate with global colleagues to resolve complex banking-related issues.

The role emphasizes strong leadership, KPI management, and cross-geo coordination to drive performance and reduce fraud losses.

Qualifications

• 4-10 years of experience in an International BPO environment handling Credit Card/Banking Process.
• Strong understanding of KRA's (Key Result Areas) and ability to set goals aligned with business objectives.
• Proficiency in managing teams across multiple shifts and geographies; excellent communication skills required.

Responsabilités

• Lead a team of customer service representatives to achieve daily targets and improve overall performance.
• Monitor and analyze KPIs such as AHT, CSAT, shrinkage, and attrition to identify areas for improvement.
• Develop strategies to reduce fraud losses through effective collections processes and implement measures to minimize credit card disputes.
• Collaborate with international teams to resolve complex issues related to banking processes.

Description du poste

Roles and Responsibilities :

• Lead a team of customer service representatives to achieve daily targets and improve overall performance.
• Monitor and analyze key performance indicators (KPIs) such as AHT, CSAT, shrinkage, and attrition to identify areas for improvement.
• Develop strategies to reduce fraud losses through effective collections processes and implement measures to minimize credit card disputes.
• Collaborate with international teams to resolve complex issues related to banking processes.

Job Requirements :

• 4-10 years of experience in an International BPO environment handling Credit Card/Banking Process.
• Strong understanding of KRA's (Key Result Areas) and ability to set goals aligned with business objectives.
• Proficiency in managing teams across multiple shifts and geographies; excellent communication skills required.