Walk_In Team Lead Technical Support

TELUS Digital; Dadri; On-site; INR 720,000 - 880,000; Full time

Benefits offered by this job

Salary upto 8 LPA

Free transport within 35 kms

Medical Insurance

Life Insurance

Job summary

TELUS Digital in Noida region is seeking a Tech Team Lead for International Voice Process operations. You will manage a team of OSRs, monitor performance against metrics, coach, mentor, and report on team results to the Operations Manager.

Qualifications include a Graduate or higher, 2+ years as a Tech Team Lead, and strong English communication. Night shifts and 35 km relocation flexibility are required for this role.

Qualifications

• Minimum 2 years of experience as Tech Team Lead in an International Voice Process for an International BPO.
• Excellent communication in English.
• Willingness for night shifts and rotational week offs.
• Based out of Noida or willing to relocate within 35 km of the company radius.

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.

Skills

Team leadership

Communication skills

English proficiency

Education

Graduate or higher

Job description

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 2 Year of experience as Tech Team Lead is required in International Voice Process for an International BPO.
• Telecom experience with Tech support background.
• Excellent communication in English.
• Should be comfortable in night shifts and rotational week offs.
• Comfortable to operate out of Noida or relocate within 35 km from company radius.

Perks and Benefits

• Salary Range- Upto 8 LPA
• Free pick up and drop facility will be provided within 35 Kms range
• Medical Insurance
• Life Insurance