Team Lead - Customer Support

• Job Title: Team Lead
• Location: Hyderabad
• Experience Required: Minimum 3+ years in the BPO Industry, with at least 1 year of experience as a Team Lead.

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
Us Process, International Bpo, International Voice Process