Team Lead

Role Summary

The role involves leading, mentoring, and developing a team in a dynamic environment while ensuring exceptional delivery performance, customer satisfaction, and continuous process improvement. The candidate should possess strong communication skills, customer service orientation, and the ability to drive results in a 247 international process environment (preferably Telco).

Team Leadership & Development

• Motivate, develop, and mentor team members in a changing environment.
• Manage team expectations and proactively understand their needs.
• Develop aligned team members by creating learning and growth opportunities.
• Monitor resource utilization and performance.

Performance Management

• Monitor projects/transactions and provide qualitative/constructive feedback to SMEs and team members.
• Drive performance to meet and exceed SLA deliverables.
• Maintain delivery dashboards with detailed RCA for issues.
• Lead continuous improvement initiatives for the project.
• Drive process performance and transformation.

Client Interaction

• Respond to operations/quality performance-related queries from the client.
• Represent the project during client interactions, visits, and meetings.
• Participate in client calibration calls to understand the process and support continuous improvement.
• Understand business situations and address client concerns effectively.

Customer Service & Sales Excellence

• Display strong customer focus by identifying needs, asking accurate questions, summarizing next steps, and ensuring customer satisfaction.
• Demonstrate persuasive speaking skills to match customer needs with available services and add value.
• Show a flair for customer service, technical support, billing, and sales.
• Maintain a positive attitude despite challenges and customer objections.

Key Behavioral Competencies

• Multitasking: Efficiently handle multiple responsibilities without losing focus or affecting client satisfaction.
• Ownership: Take responsibility for actions, be dependable, hardworking, and committed.
• Positive Attitude: Maintain an optimistic outlook and focus on solutions.
• ProblemSolving: Use logic, gather information, consider alternatives, and draw conclusions.
• Processing Speed: Quickly interpret information and respond appropriately.
• Quality Focus: Identify discrepancies, mistakes, and potential issues proactively.
• Sales Focus: Influence customer decisions by matching needs with products/services.
• Integrity: Demonstrate honesty, fairness, and strong values; take a stand against unethical behavior.

Skills & Requirements

• Experience in international Voice/Chat processes (Telecom preferred).
• Excellent spoken and written English communication skills.
• Ability to work in a 247 environment.
• Highly energetic and selfmotivated.