Job Opening For Team Lead (Customer Service) Pune MNC

5 - 8 Years

Job Description

Job opportunity with one of the Biggest MNC in Pune for the role of Team Lead (Customer Service - Retail Banking)

"Interview will be on coming Saturday in Pune once profile get shortlisted by them"

Location: Pune (Hinjewadi)
Job Level: Team Lead
Rotational or UK Shift
5 Days working

Job Description Team Leader Customer Service for Inbound / Outbound Contact Center

Responsibilities: -

1. Transition Coordination: Process definition & documentation:
Participates as a part of the transition team to prepare / review the process definition & documentation for the specific process within his/her purview to enable the Manager in finalizing the to-be process

2. Operations: Manpower Training:
Identifies training needs for process executives and ensures training implementation for the specific process to ensure competency development across domain, operations and behavioral.

3. Operations: Resource Planning (People, Infrastructure etc.):
Implements the resource deployment (Team Size, Span, Shift Utilization, Skill sets, and technology rollout) and ongoing monitoring for his specific process to ensure budget & pricing assumptions compliance.

4. Talent Management (People Management):
Implements career development & succession plan for the direct reports in order to ensure sustainable employee engagement & motivation within the team

5. Knowledge Management:
Ensures compliance to the KM System for the specific process and documents exceptions and artifacts such as case studies, best practices etc. in order to capture and maintain tacit knowledge

6. SLA Compliance:
Monitors daily dashboards / Conducts daily huddles to prioritize for the day, weekly SLA review with his team, provides guidance and support to the team in order to ensure delivery predictability

7. Quality Planning (QC/QA):
Prepares the service quality plan including the quality control, assurance and improvement at respective process level to create a comprehensive quality program for the specific processes

8. Operations: Service Delivery
To keep the performance standards high daily call monitoring and providing feedbacks to the team members. Also performing additional monitoring if required as per business needs.

Coaching team members as per minimum work standards and providing them continuous support.

Responsible to drive the team members to meet team targets on a daily basis and achieve the goals set for the project (both quantitative and qualitative).

Set SMART goals for team members based on client SLA

Ensure timely completion of monthly one to one reviews.

Conduct audits and dipsticks from time to time to identify gaps in the process.

Identify areas for improvement within the team and come up with corrective and preventive action

9. Operations: Floor Engagement
Keep the team motivated by performing various floor engagement activities within in limited boundaries. Thinking out of the box to keep the team members engaged with the process.

What are we looking for in you?

Educational Requirements (Must have)
Graduate with min 4 years of experience
Experience Requirements (Must have)

Minimum of 12 months team handling experience with a reputed international BPO / BPM voice customer service or sales process.

Candidate should have handled a team size of minimum 10 + FTEs.

Must have handled pressure situations and open for flexible 24 X 7 work environments. Should be open for weekend and night shifts.

Should have done performance appraisals in past.

Candidates with experience in UK banking credit card division will be preferable.

Primary Skill

Strong communication skills
Strong relationship management skills.
An eye for detail
Excellent analytical skills
Customer Orientation
Collaboration and Team Working
Stakeholder management and in cross cultural context

Interested candidate can apply on the mentioned id below-


Desired Candidate Profile

Please refer to the Job description above

Company Profile


Clarity Consulting is a boutique recruitment firm, specializing in recruiting for Consulting , Outsourcing and Research & analytics firms. We are headquartered in New Delhi and service our clients PAN India from this office. . Our clients are the leading BPO companies , Big4 consulting firms, ITES companies and Research and Analytics firms.
This is our 8th year of operation and we have been growing at a rapid pace, while maintaining our position as the top 5 Vendor at most clients.
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Reference Id:TL- CS


Not Disclosed by Recruiter

Role Category

Senior Management


ERP Consultant

Employment Type

Full Time, Permanent