Team Lead

TELUS International; Bidhannagar; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive Salary

Night Shift Allowance

Attendance Bonus

Performance Bonus

Job summary

TELUS International in India is seeking a Team Lead for the Customer Support sub-group. You will mentor and manage a team of CSAs, conduct regular performance evaluations, and handle client escalations while ensuring tasks are completed efficiently and per policy.

The role requires leadership, clear English communication, and the ability to manage shifts in a fast-paced BPO environment.

Qualifications

• Bachelor's degree preferred.
• 1+ year experience as Team Lead in a BPO.
• Excellent verbal and written English communication.
• Strong team management and leadership abilities.

Responsibilities

• Manage, inspire, and mentor a group of Customer Support Agents.
• Hold regular team meetings, evaluate performance, and provide feedback.
• Handle escalations and advise CSAs on challenging situations.
• Ensure CSA tasks are completed smoothly and efficiently.
• Monitor adherence to updates, processes, and shifts.
• Prepare reports and analyze data to improve processes and KPIs.
• Ensure daily productivity and service levels per KPIs.

Skills

Team Lead

Customer Support

People management

English communication

Shift work

Leadership

Education

Bachelor's degree

Job description

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

• Education: Bachelors degree preferred.
• Experience: Customer Support (email & chat).
• Candidate should have atleast 1 year of experience as Team Lead from BPO background.
• 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.
• Ability to perform under pressure.
• Adaptability to fast-paced environments and shift work.
• Decisiveness and attention to detail.
• Language Requirement:
• English: Fluent or Business Proficient (C1 and up).

Perks & Benefits

• Competitive Salary
• Night Shift Allowance
• Attendance Bonus
• Performance Bonus