Senior Team Leader

A2 to A3

Or

P1 to P2

• Average PMI (last 6 months)/PMS rating 3 and above
• 1 year of exp in the current role
• No Warning Letter issued in the past 6 months
• E-learning mandatory courses certified wherever applicable

• ">Bachelor’s degree in a relevant field (preferred) with minimum 6 years of experience in customer service, direct selling, telemarketing, or a related field.
• >Proven leadership and supervisory experience with strong communication and interpersonal skills in English and at least one regional language.
• >Strong problem-solving and decision-making abilities with sound knowledge of banking products, services, and regulations.
• >Additional certifications as required by the bank or regulator are desirable.
• >Lead and manage a team of Team Leads and customer service associates; provide guidance, coaching, and support to Team Leads in their supervisory roles.
• >Handle escalated customer queries and complaints and ensure smooth daily operations while meeting SLAs.
• >Monitor KPIs, analyze performance, and implement corrective actions where required.
• >Support workforce planning and coordination with HR, including scheduling and resource allocation.
• >Identify training needs and skill gaps and facilitate capability development across teams.
• >Conduct regular meetings & Reviews with Team Leads to communicate updates, objectives, and operational challenges.
• >Prepare and analyze reports related to contact center performance and collaborate with senior management to implement improvement strategies."
• Graduation