Role & responsibilities

Experience:

Minimum of 35 years of experience in a BPO/International Call Center workplace.

At least 1–2 years of experience as a Team Lead or Subject Matter Expert (SME) specifically within a Retention, Escalations, or High-Value Customer Support team.

Industry Preference: Prior experience handling Telecom processes (e.g., broadband, mobile network providers, subscription services) is a major advantage.

- Skills:

Exceptional negotiation, persuasion, and conflict-resolution skills.

Strong analytical skills with the ability to interpret call center metrics and churn data.

Familiarity with billing structures, contract commitments, and competitive telecom landscapes is a plus.

Proficiency with CRM tools (e.g., Salesforce, Zendesk), telephony systems (Avaya, Genesys), and MS Excel.

Outstanding verbal and written communication skills.

- Flexibility: Willingness to work in a 24/7 rotational shift environment (including night shifts and weekends, depending on the client geography).

📌 Team Lead-retention (Gurugram)
🏢 Team Vertex Cosmos
📍 Gurugram