Telecom Team Lead

Role Designation

Team Leader/Assistant Manager

• Position Summary

Main objective of the role will be to supervise the day-to-day delivery and performance of the team. The role will also require the individual to motivate, mentor, coach and groom the team .Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

• Required skill set

General skills (Communication and Soft Skills) . Exceptional knowledge of customer care operations and processes. Experience in managing teams. Able to coach, mentor, motivate and interact with people. Excellent verbal and written communications. Strong decision making and analytical ability. Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools Technical skills. Able to gather disorganized data into usable knowledge articles. Experienced in creating reports and usage of tools like Avaya/Cisco.

• Job duties and responsibilities

Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc. . Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues . Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution . Regularly formulate and execute internal and external governance . Effectively handle client escalations and formulate actions to resolve any concerns . Work with the operations managers to obtain necessary resources like training and support for the team's requirements . Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams . Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets . Familiarize the team with the latest process update and changes, team and individual targets . Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects.

• Education and other requirement

Graduate

Willingness to work in rotational shift

Job Types: Full-time, Permanent

Pay: Up to 900,

• 00 per year
  
  Benefits:
• Commuter assistance

Provident Fund
Schedule:

• Night shift

Rotational shift

• US shift

Experience:

• total work: 1 year (Preferred)

Work Location: In person

• Speak with the employer*

+91 9257885421