Team Leader- Customer Support ( Banking Sector)

Customer Support Team Leader – Banking

Company

ADA Tech Solution

Job Type

Full-Time

Work Mode

Work From Office

Location

Cosmos Bank, University Road, Pune

Experience

2–4 Years

Job Description

ADA Tech Solution is looking for an experienced Customer Support Team Leader – Banking to lead and manage a team of customer support executives handling banking-related customer queries and service requests.

The ideal candidate should have strong team-handling experience, excellent customer-service skills, and the ability to manage KPIs, SLAs, quality, escalations, and day-to-day team performance.

Key Responsibilities

Lead and manage a team of Customer Support Executives handling banking-related customer interactions.

Monitor daily team performance and ensure achievement of KPIs, SLAs, productivity, and quality targets.

Handle escalated customer queries and complaints and ensure timely resolution.

Monitor calls and customer interactions to ensure adherence to process and quality standards.

Conduct daily team huddles, briefings, feedback sessions, and performance discussions.

Coach and mentor team members to improve customer handling, productivity, and process knowledge.

Track attendance, adherence, productivity, quality, and individual team performance.

Prepare daily, weekly, and monthly MIS and performance reports.

Identify recurring customer issues and coordinate with relevant internal teams for resolution.

Ensure team members follow banking processes, SOPs, scripts, escalation procedures, and data-security guidelines.

Support training and onboarding of new team members.

Conduct quality checks and provide constructive feedback.

Manage team concerns and support employee performance improvement.

Maintain professional communication with customers and internal stakeholders.

Identify process gaps and suggest improvements to customer experience and operational efficiency.

Required Skills & Experience

2–4 years of relevant experience in Customer Support, Banking, BPO, Contact Centre, or a similar environment.

Prior experience as a Team Leader / Supervisor is preferred.

Experience in managing customer-service teams and performance KPIs.

Strong customer-handling and escalation-management skills.

Banking or financial-services process experience will be an advantage.

Good knowledge of KPIs, SLAs, productivity, quality, and adherence.

Good knowledge of MS Excel and basic MIS reporting.

Excellent verbal and written communication skills.

Strong leadership, coaching, problem-solving, and decision-making abilities.

Ability to work in a fast-paced environment and manage multiple priorities.

Key Competencies

Team Leadership | Customer Service | Banking Process | Escalation Management | KPI Management | Quality Monitoring | Coaching & Training | MIS Reporting | Problem Solving

Job Location

Cosmos Bank, University Road, Pune

Interested candidates can apply with their updated resume.

Pay

₹25,000.00 - ₹30,000.00 per month

Benefits

Provident Fund

Work Location

In person