Team Lead- International BFSI

Impetus Career Consultants; Mohali; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Impetus Career Consultants in Mohali, India, seeks a Team Lead – Operations with BFSI international voice process experience to drive a high-performance team. You will manage daily operations, coaching, SLA adherence, client escalations, and KPIs, while coordinating with Quality, Training, and Workforce teams. Strong English and leadership required.

This role emphasizes process improvements, reporting, and staff development to meet productivity and CSAT targets in a fast-paced environment.

Qualifications

• 4+ years in International Voice Process (BFSI)
• 1–2+ years as Team Leader
• Experience handling international BFSI voice processes
• Strong English communication and client-facing skills
• Comfort with reporting dashboards and KPI tracking

Responsibilities

• Lead and manage a team of voice process associates, ensuring quality, productivity and CSAT targets.
• Oversee daily operations: attendance, workflow, shift management, and adherence to SLAs.
• Handle escalations, prepare performance reports, and share updates with management and stakeholders.
• Identify training needs and support onboarding, upskilling and knowledge retention.
• Analyze data to identify improvement areas and implement strategies to boost performance.

Skills

International BFSI voice processes

Team leadership

English communication

Quality and CSAT metrics

CRM systems

KPIs and SLAs

Tools

CRM systems

Call monitoring tools

Job description

Team Lead – Operations | BFSI Exposure Mandatory

Experience: 4+ years in International Voice Process

Team Leader Experience: 1–2+ years as Team Leader

Industry: BFSI – International Process Experience Mandatory

Job Responsibilities

1. Team Management

• Lead and manage a team of voice process associates.


• Monitor team performance and provide regular coaching and feedback.


• Conduct one-on-one sessions and ensure adherence to quality, productivity, and customer satisfaction metrics.

2. Operations Oversight

• Oversee daily operations, including attendance, workflow, and shift management.


• Ensure adherence to SLAs, KPIs, quality, and productivity targets.


• Coordinate with Quality, Training, and Workforce Management teams.

3. Client & Stakeholder Management

• Handle escalations and address client/customer feedback.


• Prepare and share performance reports and operational updates with management and stakeholders.

4. Training & Development

• Identify training and development requirements for team members.


• Support onboarding, knowledge retention, and continuous upskilling.

5. Process Improvement

• Analyze operational and call performance data to identify improvement areas.


• Implement strategies to improve team performance, productivity, and customer experience.

Key Skills Required

• Excellent verbal and written English communication.


• Strong leadership and people-management skills.


• Experience handling international BFSI voice processes.


• Strong understanding of international customer service standards.


• Experience with CRM systems, call monitoring tools, and reporting dashboards.


• Strong problem-solving, escalation handling, and conflict-resolution skills.


• Good time management and multitasking abilities.


• Strong understanding of KPIs, SLAs, Quality, CSAT, AHT, and Productivity metrics.