Designation: Team Lead Location: Bangalore Shift: Night Shift (Work from Office) Note: Interested candidates can share their resume to hr.lateral@247.ai Must have: International Chat / voice process in past/current. Telecom process as a Team Lead / Associate Team Lead. Good understanding about Attrition and Shrinkage. Responsibilities Responsible for delivery of services for a span of 15 to 20 agents Performance monitoring, data analysis for service delivery Coach, train and provide feedback for effective performance management Upkeep MIS and reports as per the program requirement Motivate the staff to exceed customer expectations Maintain compliance to all regulatory requirements for the business Handle additional process responsibilities as and when delegated Computer literate and well versed with MS-Office tools Day to day decision making capability High Level Tasks: Maintain Customer Engagement through the life of the Customer Request from initiation through to closure Successfully identify the customers requirements; Interpret Customer Contracts to ensure services are billed correctly; Provision the appropriate orders through Client Business Network Provisioning or through other Carrier Provisioning systems (including Design and Commercial Preparation activities as required); Manage Client internal workgroups to deliver to customer or Client project schedules, involving multiple sites, services or a level of complexity requiring project-based coordination. Manage external Vendors to achieve completion within required timeframes; Handover to internal operational groups to ensure seamless Customer Support for New Customer or New LoB. provisioning of mobile voice services provisioning of mobile data services including: blackberry, mobile broadband, GPRS, Microsoft direct push and WIP VPN etc Provisioning and Updates of basic VAS products including: SMS, voicemail, MMS, caller ID, international roaming and surepage etc Email Products including email SMS, SMS broadcast, SMS Gateway etc Other products/services including: Bill on behalf, hardware ordering, OPOM to GSM transfers, porting and corporate employee plans etc Bulk provisioning of mobile products using TTWin/VB scripts Qualifications: Tertiary qualification and or previous international Service Desk experience will be required. However Client may review this inline with market trends. 3-5 years demonstrated experience working in a similar industry (i.e. telecommunications) competency Skills & Knowledge: Thorough understanding of Customer support & delivery principles for the telecom domain supported by experience within a Call Centre, Service Desk and Asset Management operations (or similar environment) Thorough understanding of Customer Request management and experience delivering within Customer Service Levels Thorough understanding of Client voice/data (telecom, networking and bandwidth) products, including business rules to provision. Thorough understanding of Services and Customer Premise Equipment delivered by Third Party Providers and how these integrate with Carriage Services Excellent written and verbal communication skills with experience applying these skills to engage professionally with the Customer, Vendors and internal Client workgroups. Understands the requirement to deliver to Customer within agreed timeframes (or Contract Service Levels) and has experience co-ordinating own workload in conjunction with work from other groups to achieve required outcomes Understands the benefits of working systematically to identify root causes, anticipate implications and resolve problems and has experience working in this environment Understands the importance of issue management and can demonstrate ability to escalate issues at the right time, along with initial assessments and suggested resolutions Proven ability to quickly absorb new information about telecommunications offerings and network/telecom provisioning processes and apply to on the job activities Proactive in the establishment of professional relationships at appropriate levels of the customer structure and within Client. Ability to recognise the Commercial impact of a situation and to consider both the Customer and Commercial requirements in decision making High level of spoken and written English Computer literate e.g. Outlook, Word, Excel, Internet Explorer Excellent telephone manner Strong comprehension skills strong time management, Customer Service, product awareness, problem solving and analysis, Attention to detail, Customer contract awareness, Excellent telephone manner, Technical Aptitude, Competencies: Customer Focus Communicating Clearly Professional Focus Embracing Change Listening and Questioning skills Teamwork Product knowledge Commitment to culture Concern for quality and standards Relationship building Ability to analyse and solve problems Effective understanding of technology Brand ambassador
