Team Leader Customer Service (Telecom Process)

24 7 ai; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

24 7 ai in Hyderabad is seeking a Team Lead for night shift to manage a team of 15–20 agents delivering international chat and voice support. You will monitor performance, analyze data, coach staff, and ensure adherence to service levels and client requirements.

The role requires strong English, telecom product knowledge, and proficiency in MS Office. Prior experience in telecom service delivery and vendor coordination is essential for success.

Qualifications

• 3–5 years demonstrated experience in telecommunications.
• Experience in call centre/service delivery environments.
• Understanding of attrition and shrinkage.

Responsibilities

• Deliver services for 15–20 agents; monitor performance and data.
• Coach and train staff; provide feedback for performance management.
• Maintain MIS and reports as required; ensure customer satisfaction.
• Ensure compliance to regulatory requirements; handle additional responsibilities as needed.
• Proficient in MS Office; capable of day-to-day decision making.

Skills

Customer support

Telecom knowledge

Team leadership

English communication

MS Office

Data analysis

Call center

Education

Telecom industry experience

Tools

MS Office

Job description

Designation: Team Lead

Location: Hyderabad

Shift: Night Shift

Must have:

• International Chat / voice process in past/current.
• Telecom process as a Team Lead / Associate Team Lead.
• Good understanding about Attrition and Shrinkage. Responsibilities

Responsibilities:

• Responsible for delivery of services for a span of 15 to 20 agents
• Performance monitoring, data analysis for service delivery
• Coach, train and provide feedback for effective performance management
• Upkeep MIS and reports as per the program requirement
• Motivate the staff to exceed customer expectations
• Maintain compliance to all regulatory requirements for the business
• Handle additional process responsibilities as and when delegated
• Computer literate and well versed with MS-Office tools
• Day to day decision making capability High Level Tasks

High Level Tasks:

• Maintain Customer Engagement through the life of the Customer Request from initiation through to closure
• Successfully identify the customers requirements;
• Interpret Customer Contracts to ensure services are billed correctly;
• Provision the appropriate orders through Client Business Network Provisioning or through other Carrier Provisioning systems (including Design and Commercial Preparation activities as required);
• Manage Client internal workgroups to deliver to customer or Client project schedules, involving multiple sites, services or a level of complexity requiring project-based coordination.
• Manage external Vendors to achieve completion within required timeframes;
• Handover to internal operational groups to ensure seamless Customer Support for New Customer or New LoB.
• provisioning of mobile voice services
• provisioning of mobile data services including: blackberry, mobile broadband, GPRS, Microsoft direct push and WIP VPN etc
• Provisioning and Updates of basic VAS products including: SMS, voicemail, MMS, caller ID, international roaming and surepage etc
• Email Products including email SMS, SMS broadcast, SMS Gateway etc
• Other products/services including: Bill on behalf, hardware ordering, OPOM to GSM transfers, porting and corporate employee plans etc
• Bulk provisioning of mobile products using TTWin/VB scripts

Qualifications:

• 3-5 years demonstrated experience working in a similar industry (i.e. telecommunications) competency

Skills & Knowledge

• Thorough understanding of Customer support & delivery principles for the telecom domain supported by experience within a Call Centre, Service Desk and Asset Management operations (or similar environment)
• Thorough understanding of Customer Request management and experience delivering within Customer Service Levels
• Thorough understanding of Client voice/data (telecom, networking and bandwidth) products, including business rules to provision.
• Thorough understanding of Services and Customer Premise Equipment delivered by Third Party Providers and how these integrate with Carriage Services
• Excellent written and verbal communication skills with experience applying these skills to engage professionally with the Customer, Vendors and internal Client workgroups.
• Understands the requirement to deliver to Customer within agreed timeframes (or Contract Service Levels) and has experience co-ordinating own workload in conjunction with work from other groups to achieve required outcomes
• Understands the benefits of working systematically to identify root causes, anticipate implications and resolve problems and has experience working in this environment
• Understands the importance of issue management and can demonstrate ability to elevate issues at the right time, along with initial assessments and suggested resolutions
• Proven ability to quickly absorb new information about telecommunications offerings and network/telecom provisioning processes and apply to on the job activities
• Proactive in the establishment of professional relationships at appropriate levels of the customer structure and within Client.
• Ability to recognise the Commercial impact of a situation and to consider both the Customer and Commercial requirements in decision making
• High level of spoken and written English
• Computer literate e.g. Outlook, Word, Excel, Internet Explorer
• Excellent telephone manner
• Strong comprehension skills
• strong time management,
• Customer Service,
• product awareness,
• problem solving and analysis,
• Attention to detail,
• Customer contract awareness,
• Excellent telephone manner,
• Technical Aptitude,

Competencies

• Customer Focus
• Communicating Clearly
• Professional Focus
• Embracing Change
• Listening and Questioning skills
• Teamwork
• Product knowledge
• Commitment to culture
• Concern for quality and standards
• Relationship building
• Ability to analyse and solve problems
• Effective understanding of technology
• Brand ambassador