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}
- Solid 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 fast-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