Role & responsibilities
Manage, inspire, and mentor a group of Customer Support Agents (CSA).
Hold regular team meetings, evaluate performance, and offer helpful criticism.
Manage escalations and challenging situations while advising and supporting CSAs.
Make sure that all CSA tasks are completed smoothly and effectively.
Keep up with periodic updates and make sure the team follows them.
Conduct briefings & process updates to the team to improve their abilities.
Handle clients' requests and escalations, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Should make themselves approachable for CSAs.
Report any issues or challenges to the reporting manager immediately when needed.
Responsible for checking the roster adherence of CSAs and managing shrinkages of the floor.
Assisting team members in identifying trends and establishing teams goals.




Ensure team members are achieving daily productivity and desired service levels as per the KPIs; correct action plan to be shared in case of any deviation.
Prepare reports and analyze data to improve processes, ensure resources are properly allocated based on the volume trend analysis, and maximize the teams efficiency.

Preferred candidate profile
Bachelor’s degree preferred.
Customer Support (email & chat).
Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.
Problem-solving and critical-thinking abilities.
Robust team management and leadership abilities.
Ability to handle client conversations and multitask.
Adaptability to quick-paced settings and shift work.
Decisiveness and attention to detail.
English: Fluent or Business Proficient (C1 and up).

📌 Operations Team Lead Kolkata
🏢 TELUS Digital
📍 Kolkata