Team Leader - Banking Voice process

Job Title: Team Leader / Team Manager Banking Process (Customer Service Voice)

Location: Bangalore, India
Company: Alorica India Pvt Ltd
Shifts: Rotational shifts with rotational week-offs
Salary: Competitive + Night Shift Allowance + Incentives
Joining: Immediate joiners only (Non-negotiable)

Job Summary:

Alorica India is hiring an experienced Team Leader / Team Manager for our Banking Customer Service Voice Process. The selected candidate will lead a team of 15 Customer Service Agents, ensuring operational excellence, team engagement, and superior customer service delivery.

Key Responsibilities:

✅ Team Management – Lead, mentor, and support a team of 15 agents to meet and exceed KPIs.
✅ Performance Monitoring – Track and drive key metrics like CSAT, AHT, FCR, and Quality Scores.
✅ Coaching & Development – Provide regular feedback, training, and one-on-one coaching to enhance team performance.
✅ Escalation Handling – Resolve customer complaints and escalations professionally and effectively.
✅ Workforce Management – Ensure proper schedule adherence, attendance, and discipline within the team.
✅ Process Compliance – Maintain regulatory and operational standards for Banking customer support.
✅ Collaboration – Work closely with Operations, Training, and Quality teams to enhance service delivery.
✅ Reporting & Analysis – Prepare performance reports and suggest strategies for continuous improvement.

Key Requirements:

✔ At least 1 year of experience as a Team Leader/Manager in a Banking Voice Process (International BPO preferred).
✔ Proven ability to manage and motivate a customer service team in a high-paced environment.
✔ Excellent communication, leadership, and people management skills.
✔ Ability to work in rotational shifts with rotational week-offs.
✔ Strong analytical and problem-solving skills to drive performance improvements.
✔ Knowledge of banking processes, compliance, and customer service best practices.
✔ Proficiency in CRM tools, call monitoring software, and performance tracking tools.

Why Join Us?

✅ Attractive salary package with Night Shift Allowance & Incentives.
✅ Opportunity to grow in a leading BPO with a strong global presence.
✅ A dynamic and collaborative work environment with performance-driven rewards.

🚨 Immediate joiners only! If you meet the criteria and can start right away, apply now! 🚨