Team Leader - Backend

Tata Tele Business Services (TTBS); Hyderabad; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Tata Tele Business Services (TTBS) seeks an experienced Team Leader to run an integrated contact center for Voice & Data products, ensuring top-tier service for Priority customers. You will oversee team performance, drive KPIs, handle escalations, and maintain compliance with audits.

The role emphasizes strong people management, data-driven decision making, and constant process improvement, with Pan India responsibility and a high focus on customer outcomes.

Qualifications

• Graduate with 6–12 years in BPO, minimum 2 years in a Team Leader role.
• Experience in handling high-end customer service, call center and complaint management teams.

Responsibilities

• Lead an integrated contact center (voice & data) for Priority customers; manage teams and KPIs/KRAs.
• Handle escalations and ensure adherence to audits and compliance.
• Motivate and develop team members and foster a collaborative environment.
• Monitor absenteeism, attrition, shrinkage and floor performance across the team.
• Provide leadership, ER activities and continuous improvement in processes.

Skills

Team leadership

Team management

Operations management

KPI/KRA tracking

Employee motivation

Absenteeism control

Attrition control

Customer-centric

Data analysis

Communication

Education

Graduate (Science/Business)

Tools

Call center operations tools

Job description

Job responsibility

• 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 No. of reports (direct & indirect)- if any

Key Customer

End customer, authorized signatories, clients Internal teams

Necessary & Preferred 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 6-12 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