Walk-in | Team Lead/ Senior Team Lead

TELUS International; Sector 10; Vor Ort; INR 600.000 - 900.000; Vollzeit

Benefits dieser Stelle

Competitive Salary

Annual Bonus

Free pickup and drop within 35 Kms

Medical Insurance

Life Insurance

Zusammenfassung

TELUS International India is seeking a Team Lead for International Sales processes to oversee a team of OSRs. The role focuses on coaching, performance tracking, and achieving targets while ensuring quality service and client satisfaction.

You will monitor metrics, provide guidance, and handle escalations, with night shifts and rotating week offs. A graduate or postgraduate candidate with 1+ year leadership experience is preferred.

Qualifikationen

• Minimum 1 year of experience as Team Lead/Senior Team Lead in International Sales or International Telecom Voice Process from a BPO background.
• Excellent English communication skills (written & verbal).
• Comfortable with night shifts and rotational week offs.
• Ability to guide and coach team; work with limited supervision.

Aufgaben

• Manages and oversees activities of a team of OSRs to meet company and client standards.
• Monitors performance against account/program metrics and supports improvement.
• Performs coaching, mentoring, and performance feedback; reports team performance.
• Performs administrative duties; motivates agents to maximize productivity and account profitability.
• Ensures team members meet/exceed goals on daily, weekly, monthly basis.
• Conducts performance management for supervised members; handles escalations.
• Analyzes drivers of team performance; establishes solutions.
• Prepares and submits team performance reports to Operations Manager.
• Manages the queue to drive operational efficiency.

Kenntnisse

Team Leadership

Performance Management

Coaching & Mentoring

Data Reporting

Analytical Skills

English Communication

Problem Solving

Ausbildung

Graduate or Postgraduate

Tools

Excel

Google Sheets

Jobbeschreibung

Role & Responsibilities

• Manages and oversees the activities of a team of OSRs, ensuring that each individual performs at par with the standards set by the company and the client.
• Monitors the performance of each team member against specified account / program metric, and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded.
• Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback giving), as well as data reporting on the teams performance.
• Performs administrative duties for the team, motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.
• Ensures that each team member meets / exceeds his or her goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for team members supervised, handles escalations, and maintains transparency with the group on team / individual performance achieved.
• Analyzes and determines what affects agent / team performance, establishes solutions.
• Prepares and submits reports on team performance to the Operations Manager.
• Manages the queue to drive operational efficiency.

Preferred Candidate Profile

• Qualification : Graduate, Post Graduates can apply (undergraduates are not eligible)
• Minimum 1 Year of experience as Team Lead/Senior Team Lead is mandatory in International Sales process/International Telecom Voice Process from BPO background.
• Domestic experience will not be considered
• Excellent communication in English.
• Should be comfortable in night shifts and rotational week offs.
• Excellent written and verbal communication skills
• Excellent problem-solving and analytics skills
• Seek appropriate guidance and advice to deliver quality outcomes. Works under limited supervision.
• Excel & G-Sheet knowledge (Desirable)

Perks and Benefits

• Competitive Salary & Attaractive Annual Bonus
• Free pick up and drop facility will be provided within 35 Kms range
• Medical Insurance
• Life Insurance