Hub Lead

Tata Tele Business Services (TTBS); Hyderabad; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Tata Tele Business Services (TTBS) is seeking an experienced operations leader with a strong BPO background to head a multi-skilled contact center team for voice and data products. The role emphasizes strategic transition, process simplification, and driving KRAs/KPIs for priority customers.

The ideal candidate will bring hands-on experience in workforce management, process reengineering, and customer interactions, with a focus on team development, absenteeism control, and escalations handling.

Qualifications

• Minimum 10-16 years of experience in the BPO segment.
• At least 2 years in a Team Leader position.
• Hands-on experience in workforce management, process reengineering, people handling and customer interaction.

Responsibilities

• Strategic hands-on leadership in business transition and process simplification.
• Automation and AI implementation exposure.
• Manage teams in an integrated contact center handling voice/data products for priority customers, covering all KRAs/KPIs.
• Handle escalations on voice/data products.
• Monitor and drive team KPIs/KRAs.
• Motivate the team to achieve goals.
• Foster teamwork toward shared goals.
• Foster a culture of collecting, sharing, and implementing customer feedback.
• Plan and execute daily operations for the team.
• Ensure compliance with statutory and audits.
• Instill strong customer focus.
• Control absenteeism, attrition, shrinkage and floor monitoring.
• Provide leadership and development for agents, including ER floor activities.
• Cultivate a strong, multi-skilled, well-trained team.
• Implement performance management and reviews.
• Project initiative skills required.

Skills

Operations management

Customer focus

Data & voice products

Call center operations

Team management

Dynamic teams

Education

Graduate degree (Science/Business)

Job description

Job responsibility

• Must be into strategic hands on in business transition Process Simplification.
• Automation and AI Implementation exposure will be given preference.
• Responsible for handling teams in an operations of an integrated (calls/emails/complaints) contact center for Voice Data products (including all KRAs and KPIs defined for this process) for Priority customers
• Handling of escalations on Voice Data products
• Handling team KPIs/KRAs
• Keeping the team continually motivated in achieving the team goals
• Developing a strong bonding between the members in the team so that they can share the same collective goal
• Creating an environment of collecting, sharing and implementing of customer feedback
• Responsible for planning and execution of the day to day operational parameters of the team
• Ensure statutory compliance and compliance to all internal external audits
• Develop high level of customer focus within the team
• Having a strong hold on absenteeism, attrition, shrinkage and floor monitoring
• Provide effective leadership and development amongst the agents of the contact center, including ER floor activities
• Responsible to Cultivate a strong, informed, multi skilled and well-trained team
• Implement performance management and performance review processes
• Project Initiative Skills required

Span of control:

Geographic - Pan India

No. of reports (direct indirect)- if any

Key Customer

End customer, authorized signatories, clients

Necessary Skills

• Strong operations skills for handling absenteeism, attrition, shrinkage and floor monitoring

• Customer centric and high focus on customer facing processes
• Excellent grip on high end data and voice products
• Excellent hands on experience in handling call center complaint management operations for high end customers
• Team management skills
• Experience in handling a high potential dynamic teams

Qualification

Graduate (Science/Business)

Overall Work Experience

• Minimum 10-16 years of experience in the BPO segment with 2 years in a Team Leader position. Handling high end customer service call center and complaint management teams
• Hands on experience in work force management, process reengineering, people handling and customer interaction

Behavioural Attributes

• Excellent people manager
• Strong customer focus
• Good analytical skills
• Strong communication and interpersonal skills
• Inclination towards innovation

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.