Operations Team Lead

TELUS Digital; Dadri; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary + attractive annual

Medicare Facility

Free pick up and drop within 35 Kms

Medical Insurance

Life Insurance

Job summary

TELUS Digital is seeking a Team Lead to oversee a team of OSRs in a dynamic international sales/BPO setting. You will coach, monitor performance against metrics, and drive improvements while reporting to the Operations Manager.

The role emphasizes leadership, operational efficiency, and achieving daily to monthly targets. Ideal candidates possess 2+ years as a Team Lead in international contexts, with excellent English communication.

Qualifications

• Must be a graduate; postgraduates may apply, undergraduates are not eligible.
• Minimum 2 years of experience as Team Lead in International Sales/International BPO/International Voice Process.
• Excellent communication in English.

Responsibilities

• Manages and oversees the activities of a team of OSRs, ensuring standards.
• Monitors team performance against metrics and provides support to improve results.
• Provides coaching, mentoring, and performance feedback; data reporting on team performance.
• Manages administrative duties for the team and motivates agents to meet growth targets and profitability.
• Ensures team meets/exceeds goals daily, weekly, and monthly.
• Conducts performance management, handles escalations, and maintains transparency on performance.
• Analyzes factors affecting agent/team performance and determines solutions.
• Prepares and submits reports on team performance to the Operations Manager.
• Manages the queue to drive operational efficiency.

Skills

Team leadership

English communication

Education

Graduate

Postgraduate

Job description

Description

Role & Responsibilities

• Manages and oversees the activities of a team of OSRs, ensuring that each individual performs at par with the standards set by the company and the client.
• Monitors the performance of each team member against specified account / program metric, and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded.
• Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback giving), as well as data reporting on the teams performance.
• Performs administrative duties for the team, motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.
• Ensures that each team member meets / exceeds his or her goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for team members supervised, handles escalations, and maintains transparency with the group on team / individual performance achieved.
• Analyzes and determines what affects agent / team performance, establishes solutions.
• Prepares and submits reports on team performance to the Operations Manager.
• Manages the queue to drive operational efficiency.

Preferred Candidate Profile

• Qualification : Graduate, Post Graduates can apply (undergraduates are not eligible)
• Minimum 2 Year of experience as Team Lead is required in International Sales/International BPO/International Voice Process
• Excellent communication in English.
• Should be comfortable in night shifts and rotational week offs.

Perks and Benefits

• Competitive Salary + Attaractive Annual Bonus
• Medicare Facility(free online consultation with Doc)
• Free pick up and drop facility will be provided within 35 Kms range
• Medical Insurance
• Life Insurance

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.