Team Lead International Chat Process

1 week ago

Hyderabad, India Nexgenhiringexperts Full time

Job Title: TeamLead International Chat Process (Banking)

Location: Hyderabad DLF CyberCity

Salary: Up to9 LPA

Job Type:FullTime 5 days work with 2 rotational off days 24/7shifts

Transportation: 2way cabfacility provided

JobSummary:

We are seeking anexperienced Team Lead with a strong background in customer supportfor an International Chat Process in the banking sector. The idealcandidate should have over 5 years of experience in a BPOenvironment with a minimum of 2 years in a Team Lead role. Theposition involves leading a team ensuring service level agreementsare met and maintaining highquality customerinteractions.

KeyResponsibilities:

Team Management:

  • Monitor daily quality and productivity metricsof the Customer Care Professionals(CCPs).
  • Implement floor management policies toensure adherence to service levelagreements.
  • Ensure all CCPs scheduled for theday are accounted for and systems are functioningproperly.
  • Provide realtime support to CCPsduring their shifts addressing technical issues and customerqueries.
  • Conduct daily coaching and huddlesessions.
  • Ensure adherence to shift schedulesand offthephone schedules.
  • Escalate any issuesto the Operations Manager.
  • Take calls onhighvolume days as needed.
  • Fulfill monitoringand reporting requirements as necessary.

Quality & ComplianceMonitoring:

  • Providetimely and accurate updates to CCPs regarding hotline behaviors andcompliance.
  • Manage processrelated activitieswithin prescribed turnaround times.
  • Attendcalibration and alignment meetings with supportgroups.
  • Ensure adherence to internal andexternal processes and handle disciplinary actionspromptly.

StaffDevelopment & Team Building:

  • Address HRrelated concerns and ensure high teammorale through bonding activities.
  • Coach CCPson performance conduct oneonone feedback sessions and developIndividual Development Plans (IDPs).
  • Cascadeprocess/product updates to CCPs in a timelymanner.
  • Analyze call handling trends forcoaching and action planning.

AdministrativeFunctions:

  • Generateand manage attendance records.
  • Reflect approvedschedule changes and conduct yearly performanceappraisals.
  • Investigate violations andrecommend disciplinary actions asnecessary.
  • Submit required reports includingweekly coaching logs team performance reviews and performanceappraisals.

Safety andSecurity:

  • Uphold theprinciples of the Quality Information Security Management System(QISMS).
  • Ensure the confidentiality integrityand availability of criticalinformation.
  • Report information securityrelatedincidents promptly and participate in relatedtraining.
Competencies:

Basic CompetencyLevel:

  • PeopleManagement/Team Orientation
  • Drive forResults/
  • Thriving inChange
  • AnalyticalSkills
  • Presentation and FacilitationSkills
  • Coaching and ProcessImprovement
  • PerformanceManagement
  • DisciplineManagement

ModerateCompetency Level:

  • Communication Skills (Verbal &Written)
  • ComputingSkills
  • ProblemSolving

Expert CompetencyLevel:

  • CustomerService Orientation
  • ProductKnowledge
Qualifications:
  • At least two years of completed collegeeducation.
  • Minimum of one year of experience ina BPO/call center environment handling inbound customer service forinternational credit card/financial serviceprograms.
  • Excellent communication analyticaland customer service skills.

Physical Demands: May requireweekend or evening work.

How toApply:

If you meet thequalifications and are interested in this position please send yourupdated resume to with thefollowing details:

  • Name:
  • NoticePeriod:
  • Reason forJobChange:
  • AvailabilityforInterview:
  • CurrentOrganization:
  • CurrentDesignation:
  • CurrentLocation:
  • LanguagesKnown:
  • CurrentSalary:
  • ExpectedSalary:
  • Experiencein BankingProcess:
  • Experiencein ChatProcess:
  • TotalYears ofExperience:
  • KeySkills Matching AboveExperience:
  • Willingto Relocate:

For anyinquiries feel free to contact us at.

RemoteWork :

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