Operations Team Lead

TELUS Digital; Kolkata District; Sur place; INR 600 000 - 1 000 000; Plein temps

Résumé du poste

TELUS Digital seeks a proactive Customer Support Team Lead to mentor a group of CSAs, manage escalations, and drive performance against KPIs. You will oversee scheduling, process updates, and client interactions, ensuring timely resolutions and high-quality service.

The role requires strong English communication, leadership, and the ability to adapt to a fast-paced environment with shift work. This on-site position offers opportunities to influence team success and customer outcomes.

Qualifications

• Bachelor's degree is preferred.
• Experience in customer support (email & chat).
• Excellent verbal and written communication skills in English.
• Strong problem-solving and critical-thinking abilities.
• Proven leadership and team-management skills.
• Ability to handle client conversations and multitask.
• Adaptability to fast-paced environments and shifts.
• Decisiveness with attention to detail.
• Fluent or business-proficient English (C1+).

Responsabilités

• Manage, inspire, and mentor a group of Customer Support Agents (CSA).
• Hold regular team meetings, evaluate performance, and provide constructive feedback.
• Manage escalations and challenging situations while supporting CSAs.
• Ensure CSAs complete tasks smoothly and efficiently.
• Keep up with updates and ensure team compliance.
• Conduct briefings and process updates to improve skills.
• Handle client requests and escalations, provide solutions within time limits; follow up for resolution.
• Be approachable for CSAs and accessible to the team.
• Report issues to the reporting manager when needed.
• Check roster adherence and manage shrinkages on the floor.
• Assist team members in identifying trends and setting team goals.
• Ensure daily productivity and service levels per KPIs; share corrective actions if there is deviation.
• Prepare reports and analyze data to improve processes and optimize resource allocation.

Connaissances

Customer support

Communication skills

Leadership

Multitasking

Adaptability

Decisiveness

Attention to detail

English proficiency

Formation

Bachelor's degree

Description du poste

Role & responsibilities

• Manage, inspire, and mentor a group of Customer Support Agents (CSA).
• Hold regular team meetings, evaluate performance, and offer helpful criticism.
• Manage escalations and challenging situations while advising and supporting CSAs.
• Make sure that all CSA tasks are completed smoothly and effectively.
• Keep up with periodic updates and make sure the team follows them.
• Conduct briefings & process updates to the team to improve their abilities.
• Handle clients' requests and escalations, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Should make themselves approachable for CSAs.
• Report any issues or challenges to the reporting manager immediately when needed.
• Responsible for checking the roster adherence of CSAs and managing shrinkages of the floor.
• Assisting team members in identifying trends and establishing teams goals.
• Ensure team members are achieving daily productivity and desired service levels as per the KPIs; correct action plan to be shared in case of any deviation.
• Prepare reports and analyze data to improve processes, ensure resources are properly allocated based on the volume trend analysis, and maximize the teams efficiency.

Preferred candidate profile

• Bachelor's degree preferred.
• Customer Support (email & chat).
• Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.
• Problem-solving and critical-thinking abilities.
• Strong team management and leadership abilities.
• Ability to handle client conversations and multitask.
• Adaptability to fast-paced environments and shift work.
• Decisiveness and attention to detail.
• English: Fluent or Business Proficient (C1 and up).