Team Lead – International Voice Process (Telecom CS & Upselling)

Mahadevapura, Bengaluru | UK Shift | Up to ₹80,000/month

About the Role

We are hiring an experienced Team Lead to manage a high-performing team on an international telecom customer service and upselling process. This role is ideal for a customer service professional who has already stepped into people leadership and is ready to take ownership of team performance, sales targets, and service quality in a fast-paced UK-shift environment.

Key Responsibilities

- Lead, mentor, and manage a team of 10+ voice process associates handling telecom customer service and upselling calls
- Drive team performance against KPIs including CSAT, AHT, quality scores, and upsell/conversion targets
- Coach agents on service resolution as well as upselling and cross-selling techniques (plan upgrades, add-ons, bundles)
- Conduct regular one-on-ones, coaching sessions, and performance reviews
- Handle floor escalations and complex customer/billing issues requiring managerial intervention
- Monitor attendance, shrinkage, and adherence; take corrective action where needed
- Prepare and present daily/weekly performance and revenue reports to Operations Manager
- Drive process improvement initiatives and ensure SLA and compliance adherence
- Support hiring, onboarding, and training coordination for recent team members




- Foster a target-driven yet customer-first team culture

Required Qualifications

- Graduate in any discipline (degree certificate mandatory)
- Minimum 5 years of overall experience in International BPO Voice Process
- Minimum 2 years of experience as a Team Lead / in a Team Handling role — must be reflected in official payroll/experience records
- Proven experience managing a team of 10 or more members
- Mandatory experience in ICC (International Contact Center) Voice process
- Prior experience in telecom customer service and/or upselling process strongly preferred
- Strong communication skills (verbal and written) with a neutral/global accent
- Comfortable working UK Shift hours
- Immediate joiner — candidates currently serving a notice period will not be considered

Documents Required at Interview

- Educational certificates
- Previous employment relieving/experience letters
- Latest payslips
- Valid PAN and UAN details

Compensation & Benefits

- Salary up to ₹80,000/month (based on experience)
- UK Shift
- Growth path to Operations Manager / Senior TL roles

Interview Location: Mahadevapura, Bengaluru (walk-in/scheduled)

How to Apply

- Interested candidates meeting the above criteria can apply directly on LinkedIn or share their resume via +91 (phone hidden) on WhatsApp.

📌 Team Lead - International Voice Process (Telecom CS : Retention & Upselling) (Bengaluru)
🏢 Unleashing calibre
📍 Bengaluru