Operations Team Lead

Job Title: Team Leader Operations

Location: Noida / Onsite

Company: Telus DigitalShift: 24*7 rotational shiftNote: Proven experience (2+ years) in technical support, with a focus on ISP or telecommunications as a team lead, is mandatory.Job Summary: The Team Leader will be responsible for overseeing the daily operations of our technical support team, ensuring efficient and effective support for our customers.

This role involves managing a team of voice agents, implementing operational processes, and driving performance improvements to meet and exceed customer satisfaction goals.

Key Responsibilities

Team Management:Supervise, mentor, and provide leadership to the technical support team members.Develop and implement training programs to enhance team skills and performance.Conduct regular performance reviews and provide feedback to team members.Conduct calls and audits & coach the team members.Operational Oversight:Oversee daily technical support operations, ensuring timely and effective resolution of customer issues.Develop and implement standard operating procedures to streamline processes and improve efficiency.Monitor and analyze support metrics and KPIs to identify areas for improvement.Customer Experience:Ensure high levels of customer satisfaction by maintaining service quality and addressing escalated issues.Implement and maintain processes for capturing and acting on customer feedback.Process Improvement:Identify opportunities for process enhancements and lead initiatives to optimize support workflows.Collaborate with other departments to integrate support processes with overall company operations.Reporting and Analysis:Prepare and present reports on support operations, including performance metrics, customer feedback, and issue resolution trends.Use data analysis to drive decision-making and strategic planning.Compliance and Quality Assurance:Ensure adherence to company policies, industry regulations, and best practices.Conduct regular audits of support activities and quality assurance reviews to maintain high standards.

Qualifications

Bachelor’s degree in business administration, information technology, or a related field; or equivalent experience.Proven experience (2+ years) in technical support, with a focus on ISP or telecommunications as a team lead. {Mandatory}Strong leadership and team management skills, with experience in coaching and developing staff.Excellent problem-solving and analytical abilities.Proficiency in support management software and tools.Exceptional communication and interpersonal skills.Ability to work in a fast-paced environment and handle multiple priorities effectively.Knowledge of internet infrastructure and technical troubleshooting, including technical upselling, FCR and customer satisfaction.