Team Lead - Customer Support

Key Skills :

• Telecom Domain
• US Process
• International Voice Process
• Team Handling
• Shrinkage and Attrition Management
• SLA Management
• CSAT, AHT, KPI, KRA
• Conflict Management
• Concurrency

Job Description :

• As a Team Lead, you will be responsible for :
• Motivating, developing, and mentoring team members in a dynamically changing environment.
• Monitoring projects / transactions and providing qualitative / constructive feedback to SMEs and team members.
• Responding to operations / quality performance-related queries from clients.
• Driving process performance to achieve and exceed SLA deliverables.
• Managing team expectations and proactively sensing their needs.
• Representing the project during client visits and meetings.
• Leading continuous improvement initiatives for the project.
• Maintaining delivery dashboards with detailed RCA on issues.
• Participating in client calibration calls for better process understanding and continuous improvement.

Educational Qualification :

• Graduate

Functional Competencies and Skills :

• Experience in international Chat / Voice processes, preferably in the Telecom sector.
• Excellent communication skills with a good command of spoken and written English.
• Willingness to work in a 24 / 7 environment.
• Flair for Customer Service, Technical, Billing & Sales.
• Strong persuasive speaking skills and customer focus.
• Ability to multitask efficiently while maintaining client satisfaction.
• Ownership and accountability for actions and results.
• Positive attitude and problem-solving skills.
• Quick processing speed and quality focus.
• Sales focus and integrity in all dealings.
• Relevant Experience :
• Minimum 1 year of documented experience as a Team Lead.

Skills Required

International Voice Process, International Bpo, Us Process