Team Lead International Chat Process (Banking)

Nexgenhiringexperts; Hyderabad; On-site; INR 810,000 - 990,000; Full time

Benefits offered by this job

2-way cab facility

Rotational off days

Job summary

A staffing agency in Hyderabad is seeking a Team Lead for an International Chat Process in the banking sector. This role requires over 5 years of BPO experience, with at least 2 years in a leadership position. Responsibilities include monitoring team performance, ensuring compliance with service standards, and providing coaching. Candidates should possess strong communication skills and be adept in customer service. Competitive salary of up to 9 LPA is offered, along with a 2-way cab facility and full-time shifts.

Qualifications

• Minimum of one year of experience in a BPO/call center environment.
• Experience handling inbound customer service for international services.
• Strong background in managing teams in a customer support environment.

Responsibilities

• Monitor daily quality and productivity of Customer Care Professionals.
• Conduct daily coaching and huddle sessions.
• Ensure adherence to service level agreements.
• Manage process-related activities within turnaround times.
• Address HR-related concerns to maintain team morale.

Skills

Excellent communication

Analytical skills

Customer service orientation

Coaching skills

Education

At least two years of completed college education

Job description

Team Lead International Chat Process (Banking)

About the job Team Lead International Chat Process (Banking)

Job Title: Team Lead International Chat Process (Banking)

Salary: Up to 9 LPA

Job Type: Full-Time, 5 days work with 2 rotational off days, 24/7 shifts

Transportation: 2-way cab facility provided

Job Summary:

We are seeking an experienced Team Lead with a strong background in customer support for an International Chat Process in the banking sector. The ideal candidate should have over 5 years of experience in a BPO environment, with a minimum of 2 years in a Team Lead role. The position involves leading a team, ensuring service level agreements are met, and maintaining high-quality customer interactions.

Key Responsibilities:

Team Management:

• Monitor daily quality and productivity metrics of the Customer Care Professionals (CCPs).
• Implement floor management policies to ensure adherence to service level agreements.
• Ensure all CCPs scheduled for the day are accounted for and systems are functioning properly.
• Provide real-time support to CCPs during their shifts, addressing technical issues and customer queries.
• Conduct daily coaching and huddle sessions.
• Ensure adherence to shift schedules and off-the-phone schedules.
• Escalate any issues to the Operations Manager.
• Take calls on high-volume days as needed.
• Fulfill monitoring and reporting requirements as necessary.

Quality & Compliance Monitoring:

• Provide timely and accurate updates to CCPs regarding hotline behaviors and compliance.
• Manage process-related activities within prescribed turnaround times.
• Attend calibration and alignment meetings with support groups.
• Ensure adherence to internal and external processes and handle disciplinary actions promptly.

Staff Development & Team Building:

• Address HR-related concerns and ensure high team morale through bonding activities.
• Coach CCPs on performance, conduct one-on-one feedback sessions, and develop Individual Development Plans (IDPs).
• Cascade process/product updates to CCPs in a timely manner.
• Analyze call handling trends for coaching and action planning.

Administrative Functions:

• Generate and manage attendance records.
• Reflect approved schedule changes and conduct yearly performance appraisals.
• Investigate violations and recommend disciplinary actions as necessary.
• Submit required reports, including weekly coaching logs, team performance reviews, and performance appraisals.

Safety and Security:

• Uphold the principles of the Quality Information Security Management System (QISMS).
• Ensure the confidentiality, integrity, and availability of critical information.
• Report information security-related incidents promptly and participate in related training.

Basic Competency Level:

• People Management/Team Orientation
• Drive for Results/Execution
• Thriving in Change
• Analytical Skills
• Presentation and Facilitation Skills
• Coaching and Process Improvement
• Performance Management
• Computing Skills
• Problem-Solving
• Customer Service Orientation
• Product Knowledge

Qualifications:

• At least two years of completed college education.
• Minimum of one year of experience in a BPO/call center environment handling inbound customer service for international credit card/financial service programs.
• Excellent communication, analytical, and customer service skills.

How to Apply:

If you meet the qualifications and are interested in this position, please send your updated resume to [e-mail] with the following details:

• Name:
• Notice Period:
• Reason for Job Change:
• Availability for Interview:
• Current Organization:
• Current Designation:
• Current Location:
• Experience in Banking Process:
• Experience in Chat Process:
• Total Years of Experience:
• Key Skills Matching Above Experience:
• Willing to Relocate:

For any inquiries, feel free to contact us at 9063238178.