Description

DEPARTMENTAL OVERVIEW: Required to work in a telecom voice operations environment and in areas like customer support, handling & resolving customer requests, complaints & escalations. MAIN DUTIES/RESPONSIBILITIES OF THE ROLE: The Team Lead is responsible mainly for meeting all client SLAs. He/she should have a proper understanding of the company policies in terms of integrity, compliance, floor etc. He should have good task and team management skills. Detailed duties and responsibilities: Responsible for managing team of associates. Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customers needs. Motivating associates through effective management, career development & implementation of reporting mechanisms. Liaison with other areas of the company affecting technical support. One on One Relationship management Analysis of reports including process dashboards, team performance reports, initiating appropriate action plans & initiate trainings. Manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift. Capable of handling client escalations Mentor and assist new hires Should have experience in handling a voice business Develop and maintain good relationship with key customer stakeholders Conduct respective Team Huddles/Meeting/One on Ones & feedback sessions. Managing team attrition and developing career pathing for team members. Handling escalation calls when required. Ensure compliance to floor & company policies. To update oneself with changes in the process flow or changes in the company and/or floor policy Expected to participate in any process improvement initiatives started in the process REQUIRED SKILLS Technical skills Excellent MS-Outlook and MS-Word skills. Professional Spanish language skills- should be able to seamlessly communicate with clients and internal teams. Excellent writing and comprehension skills Behavioural skills Ability to comprehensively communicate with internal customers, colleagues and superiors, both face to face and via telephone Self-driven and precise work approach Highly self-motivated to achieve high standards in both quantity and quality. Integrity and desire to comply with all legal and moral standards Service oriented and customer focused Ability to prioritize tasks appropriately and recognize when issues need escalation Team management & Performance Management skills. Experience Required: 1+ year of experience 100% of the profiles EDUCATION: Graduate around 70% of the profiles Specific Profile Mix (experience and qualification requirement as above) will be conveyed along with the hiring ask. Role: Service Delivery - Other Industry Type: IT Services & Consulting Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Service Delivery

Role and Responsibilities

• DEPARTMENTAL OVERVIEW: Required to work in a telecom voice operations environment and in areas like customer support, handling & resolving customer requests, complaints & escalations. MAIN DUTIES/RESPONSIBILITIES OF THE ROLE: The Team Lead is responsible mainly for meeting all client SLAs. He/she should have a proper understanding of the company policies in terms of integrity, compliance, floor etc. He should have good task and team management skills. Detailed duties and responsibilities: Responsible for managing team of associates. Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customers needs. Motivating associates through effective management, career development & implementation of reporting mechanisms. Liaison with other areas of the company affecting technical support. One on One Relationship management Analysis of reports including process dashboards, team performance reports, initiating appropriate action plans & initiate trainings. Manage attendance & attendance incentive for the team. Managing periodic shift level projects/initiatives & responsible for the administrative aspects of the group/shift. Capable of handling client escalations Mentor and assist new hires Should have experience in handling a voice business Develop and maintain good relationship with key customer stakeholders Conduct respective Team Huddles/Meeting/One on Ones & feedback sessions. Managing team attrition and developing career pathing for team members. Handling escalation calls when required. Ensure compliance to floor & company policies. To update oneself with changes in the process flow or changes in the company and/or floor policy Expected to participate in any process improvement initiatives started in the process REQUIRED SKILLS Technical skills Excellent MS-Outlook and MS-Word skills. Professional Spanish language skills- should be able to seamlessly communicate with clients and internal teams. Excellent writing and comprehension skills Behavioural skills Ability to comprehensively communicate with internal customers, colleagues and superiors, both face to face and via telephone Self-driven and precise work approach Highly self-motivated to achieve high standards in both quantity and quality. Integrity and desire to comply with all legal and moral standards Service oriented and customer focused Ability to prioritize tasks appropriately and recognize when issues need escalation Team management & Performance Management skills. Experience Required: 1+ year of experience 100% of the profiles EDUCATION: Graduate around 70% of the profiles Specific Profile Mix (experience and qualification requirement as above) will be conveyed along with the hiring ask. Role: Service Delivery - Other Industry Type: IT Services & Consulting Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Service Delivery