Team Leader

Role and Key Responsibilities:

• Ensure the team consistently meets or exceeds client SLAs and performance metrics.
• Act as the first point of escalation for customer-related queries, providing timely and effective resolutions.
• Build strong interpersonal relationships within the team, fostering a sense of unity and alignment with customer values and business goals.
• Lead by example—promote a culture of excellence through team building, coaching, and sound people management.
• Identify performance gaps and take proactive steps to address them through coaching and support.
• Drive team development through motivation, skill enhancement, and career growth initiatives.
• Provide hands-on support and guidance to team members, including troubleshooting and mentoring.
• Serve as the key communication link between the team and senior management, ensuring transparency and alignment on deliverables.
• Maintain accurate and insightful reporting; collaborate with the Operations Manager to implement effective performance tracking and reward systems.
• Monitor real-time operations and respond swiftly to emerging issues or trends.
• Coordinate with support functions (HR, IT, Admin) to resolve team-related challenges.
• Manage team-specific attrition and absenteeism and implement retention strategies.
• Conduct regular performance reviews and identify training needs to enhance team capabilities.
• Ensure smooth day-to-day operations while maintaining high levels of employee engagement and customer satisfaction.
• Follow governance models, escalation protocols, and communication plans diligently.
• Uphold discipline and professionalism within the team, while providing clear direction and support.
• Champion continuous improvement initiatives to enhance process efficiency and service quality.
• Be the go-to person for internal queries and business-specific concerns.
• Lead a team of 15–20+ customer service executives.
• Take ownership of team outcomes and maintain a positive, solution-oriented attitude.
• Foster a motivating and inclusive work environment that encourages collaboration and growth.
  

Key Skills and knowledge:

• Associate’s degree in a relevant field (preferred).
• 2–4 years of experience in a similar role, ideally in a telecom process.
• Strong communication skills—both verbal and written.
• A collaborative mindset and the ability to work well with others.
• Proven ability to coach and develop team members to reach their full potential.
• Ability to manage multiple priorities and stay calm under pressure.
• Strong leadership and organizational skills.
• Experience in performance management, employee engagement, and conflict resolution.
• Sales acumen with the ability to identify upselling/cross-selling opportunities and drive revenue through customer interactions.
• Willingness to work flexible hours based on business needs.
  

Educational Qualification :

Disclaimer:-

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