Team Manager
6 days ago
Position Title: Team Manager Banking/BFSI Contact Centre
Location: Turbhe, Navi Mumbai
Role Overview:
We are hiring a Team Manager to lead operations in a Banking/BFSI contact center. The role involves managing a large team, ensuring service quality, driving performance, and handling escalations to deliver superior customer experience.
Key Responsibilities:
Lead and manage a team to achieve KPIs (AHT, FCR, CSAT).
Monitor interactions to ensure compliance and service quality.
Provide feedback, coaching, and drive training initiatives.
Handle escalations and resolve customer issues effectively.
Prepare performance reports and support process improvements.
Requirements:
Minimum 1.5+ years of Assistant Manager or Team Manager experience in Banking/BFSI contact center.
Strong leadership, problem-solving, and communication skills.
Experience in KPI management, escalation handling, and team development.
Familiarity with CRM tools, banking systems, and contact center operations.
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