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 Current Customer or Recent 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