Job responsibility

• Responsible for handling teams in an operations of an integrated (calls/emails/complaints) contact center for Voice & Data products (including all KRAs and KPIs defined for this process) for Priority customers

• Handling of escalations on Voice & Data products

• Handling team KPIs/KRAs

• Keeping the team continually motivated in achieving the team goals

• Developing a strong bonding between the members in the team so that they can share the same collective goal

• Creating an environment of collecting, sharing and implementing of customer feedback

• Responsible for planning and execution of the day to day operational parameters of the team

• Ensure statutory compliance and compliance to all internal & external audits

• Develop high level of customer focus within the team

• Having a robust hold on absenteeism, attrition, shrinkage and floor monitoring

• Provide effective leadership and development amongst the agents of the contact center, including ER & floor activities

• Responsible to Cultivate a robust, informed, multi skilled and well-trained team





• Implement performance management and performance review processes

Span of control:
Geographic – Pan India

No. of reports (direct & indirect)- if any

Key Customer
End customer, authorized signatories, clients
Internal teams

Necessary
Preferred

Skills

• Strong operations skills for handling absenteeism, attrition, shrinkage and floor monitoring

• Customer centric and high focus on customer facing processes

• Excellent grip on high end data and voice products

• Excellent hands on experience in handling call center & complaint management operations for high end customers

• Team management skills

• Experience in handling a high potential dynamic teams

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Qualification
Graduate (Science/Business)
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Overall Work Experience

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• Minimum 3-4 years of experience in the BPO segment with 2 years in a Team Leader position. Handling high end customer service call center and com

📌 Team Lead (Hyderabad)
🏢 Tata Teleservices
📍 Hyderabad