Team Lead

Location: Kolkata

About the Role

Youll lead a team of agents handling telecom customer operationsthis may include customer service, provisioning, L1 support, billing, retention, or back-office activities. Your job is to drive performance, maintain quality, coach the team, and ensure that SLAs are consistently met in a fast-paced, high-volume process.

Key Responsibilities

1. Team & Performance Management

• Lead a team of agents to achieve daily, weekly, and monthly process KPIs.
  
• Monitor individual and team performance (AHT, Quality, CSAT, FTR, Productivity, Attendance).
  
• Conduct regular huddles, skip meetings, and one-on-one coaching sessions.
  
• Identify low performers and implement performance improvement plans (PIPs).
  
• Maintain discipline, adherence to schedule, and operational hygiene.
  

2. Operations Delivery

• Ensure the team meets SLA commitments for accuracy, timeliness, and customer experience.
  
• Manage queue flow, work allocation, and real-time adherence.
  
• Coordinate with WFM for forecasting, staffing, and shift planning.
  
• Handle escalations and provide L2 resolution support.
  
• Ensure compliance with telecom regulatory guidelines and process-specific SOPs.
  

3. Quality & Process Improvement

• Drive quality scores through coaching, audits, and error analysis.
  
• Conduct RCA for defects, customer complaints, and repeat contacts.
  
• Identify process gaps and propose improvement ideas for efficiency and customer experience.
  
• Collaborate with Quality, Training, and Client teams for updates and calibration sessions.
  

4. Reporting & Governance

• Publish daily/weekly/monthly performance reports for internal stakeholders.
  
• Maintain accurate trackers for performance, attendance, training, and compliance.
  
• Participate in client calls, business reviews, and internal governance meetings.
  

5. People Engagement

• Build team morale through recognition, engagement activities, and transparent communication.
  
• Support HR and Operations in hiring, onboarding, and training of new team members.
  
• Foster a culture of accountability, empathy, and continuous learning.

Required Skills & Competencies

• Strong understanding of telecom processes (billing, provisioning, network-related queries, retention, prepaid/postpaid operations).
  
• Excellent communication and interpersonal skills.
  
• Good analytical and problem-solving ability.
  
• Hands-on experience with CRM tools, ticketing systems, and telecom platforms.
  
• Ability to handle pressure, manage escalations, and take decisions independently.
  
• Strong coaching, mentoring, and leadership skills.
  
• Comfort with rotational shifts (if applicable).