Designation: Team Lead

Location: Hyderabad

Shift: Night Shift

Must have:
- International Chat / voice process in past/current.
- Telecom process as a Team Lead / Associate Team Lead.
- Positive understanding about Attrition and Shrinkage. Responsibilities

Responsibilities:
- Responsible for delivery of services for a span of 15 to 20 agents
- Performance monitoring, data analysis for service delivery
- Coach, train and provide feedback for effective performance management
- Upkeep MIS and reports as per the program requirement
- Motivate the staff to exceed customer expectations
- Maintain compliance to all regulatory requirements for the business
- Handle additional process responsibilities as and when delegated
- Computer literate and well versed with MS-Office tools
- Day to day decision making capability High Level Tasks

High Level Tasks:
- Maintain Customer Engagement through the life of the Customer Request from initiation through to closure
- Successfully identify the customers requirements;




- Interpret Customer Contracts to ensure services are billed correctly;
- Provision the appropriate orders through Client Business Network Provisioning or through other Carrier Provisioning systems (including Design and Commercial Preparation activities as required);
- Manage Client internal workgroups to deliver to customer or Client project schedules, involving multiple sites, services or a level of complexity requiring project-based coordination.
- Manage external Vendors to achieve completion within required timeframes;
- Handover to internal operational groups to ensure seamless Customer Support for New Customer or New LoB.
- provisioning of mobile voice services
- provisioning of mobile data services including: blackberry, mobile broadband, GPRS, Microsoft direct push and WIP VPN etc
- Provisioning and Updates of basic VAS products including: SMS, voicemail, MMS, caller ID, international roaming and surepage etc
- Email Products including email SMS, SMS broadcast,

📌 Team Leader Customer Service (Hyderabad)
🏢 [24]7.ai
📍 Hyderabad