Team Leader, Operations

3 days ago

Bengaluru, Karnataka, India Firstsource Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About the job

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our rightshore delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our clientele includes Fortune 500 & FTSE 100 companies

Job Title: Team Lead-Operation

Job location : Bangalore

Experience : Min 4 years of experience in Banking Chat process

Main Purpose of the Job

The Team Manager is responsible for the proactive management, coaching and motivation of their team, through effective resource management, work allocation, monitoring and reporting. They are accountable for delivering excellent customer service, in line with agreed SLAs and call volumes whilst resolving any queries quickly, accurately and in a compliant manner whilst ensuring a fair outcome for our Members

Key Accountabilities

  • Manage workloads and call volumes through the effective use of Management Information and planning to deliver optimum performance whilst ensuring all SLAs, targets and KPIs are achieved within budget.
  • Manage, develop and coach team members to enable them to operate to their full potential through effective 1-1s, coaching and effective performance management; dealing with conduct and capability concerns in a timely manner.
  • Responsible for delivering local change and process improvements whilst acting as an advocate of the department strategy.
  • Develop creative solutions that enable informed decisions to be made that will be viable for the business.
  • Delivery of regular, consistent and appropriate communication that ensures teams are kept fully informed and identify when to include your senior manager.
  • Work within your peer group to ensure full delivery of departmental SLAs, KPIs and objectives.
  • Effective use of MI, planning and forecasting tools to ensure appropriate resource allocation against predicted workload and critical processes taking future recruitment needs into consideration.
  • Full implementation and execution of required management and regulatory controls e.g. Arc Controls, , Training & Competence and Audit actions to the agreed frequency. Ensure continuous improvement by providing feedback to the relevant support team

Qualifications, Experience, and Knowledge:

  • The capability to manage a team of people is essential, proven experience is desirable.
  • The ability to motivate people and inspire them to achieve their full potential
  • Proactive coach who can identify individual needs and address them formally and informally to develop the right skills and behaviors
  • The ability to plan and forecast to meet the needs of the business.
  • Analytical ability that enables options to be addressed and recommendation to be made.
  • Computer literate, MS office essential
  • Commercial awareness and business acumen
  • The ability to delegate appropriately
  • Capable of effective time management and workload prioritization
  • The ability to challenge the status quo amongst peer group and upwards in a professional manner
  • Excellent communication and interpersonal skills through multiple channels e.g. telephone, letter, webchat.

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or email addresses.

  • Team Leader Operations

    3 days ago

    Bengaluru, Karnataka, India FiveS Digital Full time

    Company DescriptionFiveS Digital is a technology-led Business Process Management organization with a customer and community-centric approach. Over the past 15 years, we have expanded to 9 locations across India, including a diverse and inclusive BPM delivery center in Navi Mumbai. With a team of over 3500 members, we specialize in Customer Experience,...

  • Team Leader Operations

    1 week ago

    Bengaluru, Karnataka, India One Degree North HR Services Full time ₹ 3,20,000 - ₹ 4,00,000 per year

    Role Overview: As a Team Leader Operations for the SBI banking process in Shivajinagar (EH), Bangalore, you will be responsible for leading a team and ensuring the smooth functioning of domestic contact centers. Your role will involve handling day-to-day operations and ensuring that team members meet their targets effectively. Key Responsibilities: - Lead...

  • Team Leader

    1 week ago

    Bengaluru, Karnataka, India Closing Gap Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Job Title :Team Leader (Voice & Chat Operations)Shift:RotationalLocation: BangaloreExperience:-Minimum 2 to 6 years of experiencein BPO / Customer Support / Operations Management, with at least 1 year in a team leader or supervisory role.About the RoleWe're looking for an experiencedTeam Leaderto manage, mentor, and motivate a team of customer advisors...

  • Team Leader

    6 days ago

    Bengaluru, Karnataka, India Axcess Consultancy Services Full time ₹ 4,20,000 per year

    Team Leader - Need someone who has banking Exp as Team Leader + Graduate. Candidate should be preferably from Home Loan or insurance background. Salary up to 4.20 LPA Candidate should have Inbound customer service, ecommerce process or any voice process background knowledge in BPO and working as a Team Leader/ Lead in Operations department on papers for...

  • Team Leader

    1 week ago

    Bengaluru, Karnataka, India BSR & Co Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    DescriptionA team leader will be responsible to deliver operational engagements by leading a team of Analysts and Sr. Analysts providing exceptional client/customer experience in an efficient and effective manner, getting it right first time. The ability to engage and communicate with good people management skills and experience are therefore essential,...

  • Team Leader

    1 week ago

    Bengaluru, Karnataka, India EOSGlobe Inc. Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    Company DescriptionWith over 20 years of experience, EOSGlobe Inc. specializes in transforming complex customer experiences (CX) into seamless results. We help businesses resolve customer issues faster, scale support effortlessly during peak seasons, and reduce costs with AI and automation that feels human. At EOSGlobe, we simplify customer experience...

  • Operations Team Leader

    1 week ago

    Bengaluru, Karnataka, India Commonwealth Bank of Australia Full time ₹ 1,80,000 - ₹ 2,40,000 per year

    Organization: At CommBank, we never lose sight of the role we play in other people's financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets and aspirations. Each of us globally is dedicated to offering outstanding service, excellent advice and intuitive...

  • Team Leader

    3 days ago

    Bengaluru, Karnataka, India Teleperformance (TP) Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    We are looking for a highly skilled and experienced Team Leader to join our Operations team in Bengaluru. The ideal candidate will have 2-5 years of experience in a similar role, with excellent leadership and communication skills.Roles and ResponsibilityManage and supervise a team of customer service representatives to achieve operational goals.Develop and...

  • Customer Operations Team Leader

    3 days ago

    Bengaluru, Karnataka, India Creditspring Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products.We're a fast-growing FCA-regulated consumer credit company. We have members, not customers and we take a lot of pride in thatAs one of the UK's only subscription finance company in the market, we truly have a unique...

  • Team Leader

    22 hours ago

    Bengaluru, Karnataka, India Firstsource Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    About FirstsourceFirstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.We are trusted brand custodians...