Hiring SR EXE & SME For SBI TEAM LEAD ||Chat & Email|| Teleperformance

Role & responsibilities

Position Title: Team Leader Non Voice Process (Operations CHAT-EMAIL)

Location : Bangalore

Experience Required: 1 to 3 years

Fluent in English (verbal and written)

Role Summary:

We are looking for a dynamic and result-oriented Team Leader to manage a team of customer service executives handling international Non voice process. The ideal candidate will be responsible for achieving performance targets, managing team productivity, and maintaining high-quality standards in line with client and organizational expectations.

Key Responsibilities:

• Lead, mentor, and manage a team of Non voice agents handling customer queries for international clients.

• Monitor and drive daily team performance to meet SLA/KPI metrics such as AHT, CSAT, FCR, and Quality.

• Handle escalations effectively and ensure timely resolution to enhance customer experience. • Conduct daily team huddles, refreshers, and floor support to improve team performance and morale.

• Generate and analyze performance reports (daily/weekly/monthly) and share insights with stakeholders.

• Drive team engagement and motivation through recognition, feedback, and developmental coaching.

• Coordinate with Quality and Training teams for process updates and skill enhancement. • Identify process gaps and suggest improvements to enhance efficiency and customer satisfaction.

• Ensure adherence to compliance, data privacy, and information security standards.

Key Skills & Competencies:

• Strong communication and interpersonal skills

• Experience in handling international customer service or tech support

• Good knowledge of performance management tools and coaching techniques

• Hands-on experience with CRM tools, call center dialers, and reporting dashboards

• Analytical thinking and problem-solving ability • Team motivation and people management

• Ability to work under pressure and in a target-driven environment

Preferred Qualifications:

• Graduate in any stream

• Minimum 1 to 3 year experience as Team Leader in Chat & Email

• BPO/KPO background preferred

• Knowledge of basic Excel and reporting tool

Please send your resume with below required details: 7330616341 [ Please do not call]

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