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.

- Good 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, SMS Gateway etc

- Other products/services including: Bill on behalf, hardware ordering, OPOM to GSM transfers, porting and corporate employee plans etc

- Bulk provisioning of mobile products using TTWin/VB scripts

Qualifications

- 3-5 years demonstrated experience working in a similar industry (i.e. telecommunications) competency

Skills & Knowledge

- Thorough understanding of Customer support & delivery principles for the telecom domain supported by experience within a Call Centre, Service Desk and Asset Management operations (or similar environment)

- Thorough understanding of Customer Request management and experience delivering within Customer Service Levels

- Thorough understanding of Client voice/data (telecom, networking and bandwidth) products, including business rules to provision.

- Thorough understanding of Services and Customer Premise Equipment delivered by Third Party Providers and how these integrate with Carriage Services

- Excellent written and verbal communication skills with experience applying these skills to engage professionally with the Customer, Vendors and internal Client workgroups.





- Understands the requirement to deliver to Customer within agreed timeframes (or Contract Service Levels) and has experience co-ordinating own workload in conjunction with work from other groups to achieve required outcomes

- Understands the benefits of working systematically to identify root causes, anticipate implications and resolve problems and has experience working in this setting

- Understands the importance of issue management and can demonstrate ability to escalate issues at the right time, along with initial assessments and suggested resolutions

- Proven ability to quickly absorb new information about telecommunications offerings and network/telecom provisioning processes and apply to on the job activities

- Proactive in the establishment of skilled relationships at appropriate levels of the customer structure and within Client.

- Ability to recognise the Commercial impact of a situation and to consider both the Customer and Commercial requirements in decision making

- High level of spoken and written English

- Computer literate e.g. Outlook, Word, Excel, Internet Explorer

- Excellent telephone manner

- Strong comprehension skills
- strong time management,

- Customer Service,

- product awareness,

- problem solving and analysis,

- Attention to detail,

- Customer contract awareness,

- Excellent telephone manner,

- Technical Aptitude,

Competencies

- Customer Focus

- Communicating Clearly

- Professional Focus

- Embracing Change

- Listening and Questioning skills

- Teamwork

- Product knowledge

- Commitment to culture

- Concern for quality and standards

- Relationship building

- Ability to analyse and solve problems

- Effective understanding of technology

- Brand ambassador

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