Job Title: Team Leader Operations

Location:
Noida / Onsite Company: Telus Digital Shift: 24*7 rotational shift Note: Proven experience (2+ years) in technical support, with a focus on ISP or telecommunications as a team lead, is mandatory. Job Summary: The Team Leader will be responsible for overseeing the daily operations of our technical support team, ensuring efficient and effective support for our customers. This role involves managing a team of voice agents, implementing operational processes, and driving performance improvements to meet and exceed customer satisfaction goals.

Key Responsibilities
Team Management:
• Supervise, mentor, and provide leadership to the technical support team members.
• Develop and implement training programs to enhance team skills and performance.
• Conduct regular performance reviews and provide feedback to team members.
• Conduct calls and audits & coach the team members. Operational Oversight:
• Oversee daily technical support operations, ensuring timely and effective resolution of customer issues.
• Develop and implement standard operating procedures to streamline processes and improve efficiency.
• Monitor and analyze support metrics and KPIs to identify areas for improvement. Customer

Experience:
• Ensure high levels of customer satisfaction by maintaining service quality and addressing escalated issues.
• Implement and maintain processes for capturing and acting on customer feedback. Process Improvement:




• Identify opportunities for process enhancements and lead initiatives to optimize support workflows.
• Collaborate with other departments to integrate support processes with overall company operations. Reporting and Analysis:
• Prepare and present reports on support operations, including performance metrics, customer feedback, and issue resolution trends.
• Use data analysis to drive decision-making and strategic planning. Compliance and Quality Assurance:
• Ensure adherence to company policies, industry regulations, and best practices.
• Conduct regular audits of support activities and quality assurance reviews to maintain high standards.

Qualifications:
• Bachelor’s degree in business administration, information technology, or a related field; or equivalent experience.
• Proven experience (2+ years) in technical support, with a focus on ISP or telecommunications as a team lead. {Mandatory}
• Strong leadership and team management skills, with experience in coaching and developing staff.
• Excellent problem-solving and analytical abilities.
• Proficiency in support management software and tools.
• Exceptional communication and interpersonal skills.
• Ability to work in a quick-paced environment and handle multiple priorities effectively.
• Knowledge of internet infrastructure and technical troubleshooting, including technical upselling, FCR and customer satisfaction.

📌 Operations Team Lead (Noida)
🏢 TELUS Digital
📍 Noida