Team Lead

The Job Factory; Bengaluru; On-site; INR 1,035,000 - 1,265,000; Full time

Benefits offered by this job

Two-way Cab Facility

Fast-track career growth opportunities

Job summary

The Job Factory in Bangalore is seeking an experienced Team Lead for Telecom Process to manage a telecom customer service team and drive performance in a fast-paced setup.

The ideal candidate has 6+ years in BPO/Customer Service, at least 1 year of Team Lead experience, and telecom process expertise. The role offers UK shift, Bangalore location, five working days, two-way cab facility, and clear path for career growth.

Qualifications

• 6+ years of experience in BPO / Customer Service.
• Minimum 1 year of Team Lead experience reflected on the resume.
• Telecom process experience is mandatory.
• Excellent spoken English and communication skills.
• UK shift readiness and notice period of 30+ days.
• Immediate joiners and shorter notice periods preferred.

Responsibilities

• Lead and manage a team handling Telecom customer service operations
• Monitor team performance and ensure achievement of productivity and quality targets
• Handle customer escalations and support the team in resolving complex issues
• Conduct regular performance reviews, coaching, and feedback sessions
• Monitor KPIs such as AHT, CSAT, Quality, Productivity, and SLA
• Ensure adherence to process, quality, compliance, and operational guidelines
• Identify performance gaps and implement improvement plans
• Prepare and share daily/weekly performance reports with management
• Coordinate with internal teams and support functions for issue resolution
• Motivate team members and maintain a positive and productive work environment
• Ensure smooth day-to-day operations and achievement of business targets

Skills

Team leadership

Telecom process

Customer service

English communication

Escalation management

Performance coaching

Education

Any Graduate/Undergraduate

Job description

Hiring: Team Lead Telecom Process

Work Location: Bangalore

About the Role

We are hiring an experienced Team Lead for a Telecom Process. The ideal candidate should have strong team-handling experience, excellent communication skills, and a proven track record in managing telecom customer service operations.

Key Responsibilities

• Lead and manage a team handling Telecom customer service operations
• Monitor team performance and ensure achievement of productivity and quality targets
• Handle customer escalations and support the team in resolving complex issues
• Conduct regular performance reviews, coaching, and feedback sessions
• Monitor key performance metrics such as AHT, CSAT, Quality, Productivity, and SLA
• Ensure adherence to process, quality, compliance, and operational guidelines
• Identify performance gaps and implement appropriate improvement plans
• Prepare and share daily/weekly performance reports with management
• Coordinate with internal teams and support functions for issue resolution
• Motivate team members and maintain a positive and productive work environment
• Ensure smooth day-to-day operations and achievement of business targets

Requirements

• 6+ years of overall experience in BPO / Customer Service
• Minimum 1 year of Team Lead experience is mandatory and must be reflected on the resume
• Telecom process experience is mandatory
• Experience in handling customer service / voice operations preferred
• Strong team-handling and people-management skills
• Excellent spoken English and communication skills
• Strong problem-solving and escalation-management skills
• Good understanding of AHT, CSAT, Quality, Productivity, and SLA
• Any Graduate or Undergraduate
• Comfortable working in UK shift
• Notice period of 30+ days is acceptable
• Immediate joiners and candidates with shorter notice periods are preferred

What We Offer

• Salary: Up to 11.5 LPA
• UK shift
• 5 Working Days
• Location: Bangalore
• Two-way Cab Facility
• Fast-track career growth opportunities
• Supportive and collaborative work environment