Team Leader Operations (UK Telecom Inbound Customer Service & Upsell

Cogenthub

3 - 8 years

4 - 5 Lacs

kolkata

Posted:2 days ago| Platform:

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Skills Required

international voice process team handling csat improvement upselling inbound sales spoken english sales conversion uk telecom team leading sla management customer suppor team lead objection handling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Team Leader Operations

inbound UK customer calls

Key Responsibilities:

Manage a team of
1218 Customer Service Executives
in an inbound
UK Telecom voice process
.
Ensure delivery of
CSAT, AHT, Quality, SLA, and Conversion Targets
.
Drive
upselling and cross-selling
performance through effective coaching and monitoring.
Conduct
daily huddles, performance reviews, feedback, and one-on-one sessions
.
Monitor real-time queues, schedule adherence, and team productivity.
Coordinate with
WFM, Quality, and Training
teams to ensure smooth operations.
Analyze performance reports and identify improvement opportunities.
Handle escalations efficiently and maintain excellent client communication.
Create a motivating, engaging, and target-driven work environment.

Desired Candidate Profile:

Graduate / Undergraduate
with minimum
3–6 years of BPO experience
.
Minimum
1–2 years of experience as a Team Leader / TL in International Voice Process
.
Must have experience in
UK Telecom / UK Customer Service / UK Process (Inbound)
.
Strong
team handling, coaching, and performance management
skills.
Excellent
spoken English
with a neutral or UK-accent clarity.
Comfortable working in
UK shifts
.
Good knowledge of
MS Excel, reports, and performance dashboards
.

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