hub lead

Tata; Hyderabad; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Tata Tele Business Services (TTBS) is seeking an experienced senior operations leader to oversee a multi-skilled contact center serving priority customers across India. The role focuses on hands-on strategic transition, process simplification, and data-driven performance management.

You will lead a high-performing team, drive customer-centric initiatives, and ensure compliance while delivering operational excellence in voice and data products.

Qualifications

• Graduate (Science/Business) is required.
• 10–16 years in BPO with 2 years in a Team Leader role.
• Hands-on experience in workforce management and process reengineering.

Responsibilities

• Lead and mentor a multi-skilled contact center team (calls/emails/complaints).
• Monitor KPIs, KRAs, attendance, attrition, shrinkage, and floor metrics.
• Manage escalations for Voice & Data products for priority customers.

Skills

Team management

People management

Customer focus

Analytical skills

Communication skills

Leadership

Education

Graduate (Science/Business)

Job description

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

Key Customer

End customer, authorized signatories, clients

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

Transforming Businesses through Digitalization

Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country’s leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer‑centricity and innovation, TTBS continues to garner recognition from customers and peers alike.

Our People Shape Our Journey Ahead

We are India’s leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.

Requirements: