G
Genpact is hiring a BPO Team Leader to manage a team of 18–20 customer service agents for a US banking and financial services inbound support process.
You will drive daily performance across AHT, CSAT, FCR, and quality metrics, and develop your agents through regular coaching and feedback.
- 3–5 years BPO experience with 1–2 years as Team Leader
- Banking or BFSI domain experience preferred
- Strong people management and coaching skills
- Advanced Excel for reporting and analysis
- Conflict resolution and escalation management
- Any graduate
- Manage 18–20 agents' daily performance: AHT, CSAT, FCR, Quality
- Conduct daily briefings and weekly individual coaching sessions
- Handle agent escalations and quality disputes
- Coordinate with WFM team on scheduling
- Submit weekly performance reports to Operations Manager
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