Team Lead-Telecom Collection Process

1 month ago

India Firstsource Full time

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website

Job location : Bangalore

Position :Team Leader- Telecom Collection Process.

Division : BPO, 5 days working, Night shifts

Experience : 1-2 years of experience as Team Lead for Telecom Collection process is must.

Role & responsibilities Operational

  • Leads a team of 12- 20 collection process associates and motivates them to achieve the team SLA
  • First level escalation point of contact for the local BU/Global Team
  • Responsible for the project execution, monitoring KPIs and Target compliance
  • Leads the team in ensuring compliance to provisions/commitments as stipulated in the Client Service
  • Monitor the team performance and provide regularly updates for specific KPIs, ensuring workload compliance and Develop and share knowledge with the team
  • Oversees effective resource allocation to meet both productivity and quality metrics
  • Documents issues as needed and ensures adherence to policy and procedures
  • Manages process, resources, and system applications
  • Follow standard practices and business procedures.
  • Performs ad hoc data analysis and participates on various process improvement as needed.
  • Validation and QA/QC Perform validation checks for operational processes and data inputs/outputs.
  • Responsible for complying the internal quality standard.
  • Validate that the information gathered from third-party sources represents accurate new data that should result in an update, creation, or deletion in existing data.
  • Perform functions as directed by the immediate superior and local office project lead.

Key Performance Indicators

  • Handles any escalations that an associate is unable to handle, solves process related queries and handles grievances.
  • Listens to calls and coaches the team to enhance performance.
  • Monitors the calls/chat taken by the associates and provides them feedback.
  • Interacts with the quality team to seek feedback on the teams performance and team quality scores.
  • Conducts monthly and confirmation appraisals for the associates by 7th of each month and provides them feedback.
  • Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. Devises strategies to minimize attrition & absenteeism.
  • Organizes training program for the associates.
  • Interacts with other departments like HR and administration to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
  • Holds team briefing and de- briefings before and after each shift.
  • Organizes weekly team meetings to update the associates on any process changes, quality issues and team SLA and KPIs.
  • Initiates and administers the rewards and recognition program for the team.
  • Organizes the monthly team outings in coordination with the associates and the team members.

Preferred candidate profile:

1-2 years of experience as Team Lead for Telecom Collection process is must.

Candidates willing to work in night shifts need to apply

Graduate is must

Perks and benefits Best in the Industry

Contact details

Padmapriya Shekar

  • Telecom Process Collection Team Manager Role

    4 weeks ago

    India Firstsource Full time

    We are seeking an experienced Telecom Process Collection Team Manager to join our team at Firstsource.About FirstsourceFirstsource is a leading provider of customized Business Process Management (BPM) services. We have established ourselves as trusted custodians and long-term partners to 100+ leading brands across various industries, including Healthcare,...

  • Firstsource | Team Lead-Telecom Collection Process | india

    1 month ago

    india Firstsource Full time

    A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across...

  • Firstsource | Team Lead-Telecom Collection Process | india

    1 month ago

    india Firstsource Full time

    A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across...

  • Pert Telecom Solutions | Telecom Sales Manager

    3 weeks ago

    india Pert Telecom Solutions Full time

    Job Description : Telecom Sales ManagerJob Title: Telecom Sales ManagerLocation: Delhi & Mumbai, IndiaExperience: 10-15 yearsJob Summary:Pert Telecom Solutions Pvt.Ltd. is seeking an experienced Telecom Sales Manager to lead our sales efforts in India, specifically with Telecom Service Providers (TSPs). The ideal candidate will have a strong background in...

  • Telecom Sales Executive

    3 weeks ago

    India Pert Telecom Solutions Full time

    Pert Telecom Solutions Pvt.Ltd. is a leading provider of innovative telecommunications solutions.Salary: ₹40,00,000 - ₹60,00,000 per annumJob Description:We are seeking an experienced Telecom Sales Manager to lead our sales efforts in India, specifically with Telecom Service Providers (TSPs).The ideal candidate will have a strong background in TSP sales,...

  • Pert Telecom Solutions | Telecom Sales Manager | india

    3 weeks ago

    india Pert Telecom Solutions Full time

    Job Description : Telecom Sales Manager Job Title : Telecom Sales Manager Location : Delhi & Mumbai, India Experience : 10-15 years Job Summary : Pert Telecom Solutions Pvt.Ltd. is seeking an experienced Telecom Sales Manager to lead our sales efforts in India, specifically with Telecom Service Providers (TSPs). The ideal candidate will have a strong...

  • Pert Telecom Solutions | Telecom Sales Manager | india

    3 weeks ago

    india Pert Telecom Solutions Full time

    Job Description : Telecom Sales Manager Job Title : Telecom Sales Manager Location : Delhi & Mumbai, India Experience : 10-15 years Job Summary : Pert Telecom Solutions Pvt.Ltd. is seeking an experienced Telecom Sales Manager to lead our sales efforts in India, specifically with Telecom Service Providers (TSPs). The ideal candidate will have a strong...

  • Telecom Sales Manager

    3 weeks ago

    India Pert Telecom Solutions Full time

    Job Description : Telecom Sales Manager Job Title : Telecom Sales Manager Location : Delhi & Mumbai, India Experience : 10-15 years Job Summary : Pert Telecom Solutions Pvt.Ltd. is seeking an experienced Telecom Sales Manager to lead our sales efforts in India, specifically with Telecom Service Providers (TSPs). The ideal candidate will...

  • Telecom Sales Manager

    3 weeks ago

    India Pert Telecom Solutions Full time

    Job Description : Telecom Sales Manager Job Title : Telecom Sales Manager Location : Delhi & Mumbai, India Experience : 10-15 years Job Summary : Pert Telecom Solutions Pvt.Ltd. is seeking an experienced Telecom Sales Manager to lead our sales efforts in India, specifically with Telecom Service Providers (TSPs). The ideal candidate will...

  • Telecom Solutions Architect

    3 weeks ago

    Anywhere in India/Multiple Locations Team Engine HCM Full time

    Job Title : Telecom Solutions ArchitectAbout the RoleWe are seeking a highly skilled Telecom Solutions Architect to join our team at Team Engine HCM. In this role, you will be responsible for designing and implementing Oracle Order and Service Management (OSM) solutions to support telecom operations and orchestration processes.Key Responsibilities :Design &...

  • Oracle OSM Developer

    1 month ago

    Anywhere in India/Multiple Locations Team Engine HCM Full time

    Job Title : Oracle Order and Service Management (OSM) DeveloperJob Type : Full Time Date : 19.10.24 Virtual InterviewKey Responsibilities : - Design & Development : Lead and participate in the design, development, and installation of Oracle Order and Service Management (OSM) solutions to support telecom operations and orchestration processes.- Telecom...

  • Telecom Orchestration Expert

    4 weeks ago

    Anywhere in India/Multiple Locations Team Engine HCM Full time

    Job Title: Telecom Orchestration ExpertAbout the RoleAt Team Engine HCM, we are seeking a highly skilled Telecom Orchestration Expert to join our team. This is a full-time opportunity that requires 3-5 years of hands-on experience with Oracle Order and Service Management (OSM) in the telecom domain, particularly in telecom orchestration.Key Responsibilities

  • Telecom Infrastructure Project Manager

    3 weeks ago

    India Tayana Mobility Technologies Full time

    Company OverviewTayana Mobility Technologies is a leading provider of innovative telecommunications solutions dedicated to improving connectivity and communication.About the RoleWe are seeking a skilled Telecom Projects and Operations Specialist to join our dynamic team and contribute to the development of cutting-edge telecom software solutions.Job...

  • Strategic Telecom Operations Lead

    1 month ago

    India iEnergizer Full time

    About the RoleiEnergizer seeks a highly experienced Strategic Telecom Operations Lead to spearhead our US market operations. This pivotal role demands exceptional leadership skills, an in-depth understanding of US Telecom products and services, as well as advanced knowledge of related laws and regulations.As a key member of our team, you will be responsible...

  • Telecom Automation Solutions Engineer

    4 weeks ago

    India HCLSoftware Full time

    Job DescriptionWe are seeking an experienced Telecom Automation Solutions Engineer to join our team at HCL ANA BU.About the Role:Develop and maintain Python-based applications for telecom automation solutions.Collaborate with telecom system engineers, product managers, QA engineers, and other developers to build scalable and high-performance...

  • Tietoevry | Line Manager – 5G/telecom

    3 weeks ago

    india Tietoevry Full time

    At Tietoevry Create, we’re design-led, AI-powered, and next-engineered. We are a trusted partner to the world’s biggest brands, and we are looking for software developers with a few years of experience to be part of our united global telecom teams based across Sweden, Poland, China and India. These positions are part of our strategically expanding India...

  • Telecom Insights Specialist

    2 weeks ago

    India Twimbit Full time

    Job DescriptionWe are seeking a Telecom Insights Specialist to join our team at Twimbit. The ideal candidate will have strong analytical skills and a foundational understanding of the telecom industry and trends.Company OverviewAt Twimbit, we specialize in driving insights and capturing emerging opportunities for global organizations across various sectors,...

  • Telecom Project Manager

    3 weeks ago

    India Prodapt Full time

    Job OverviewThe Telecom Project Manager plays a pivotal role in ensuring the smooth operation and success of telecom projects. This position requires strong leadership and technical skills to manage teams, coordinate project timelines, and troubleshoot technical issues.About UsProdapt is a leading provider of telecommunications consulting services, with...

  • Telecom Insights Specialist

    1 week ago

    India Twimbit Full time

    About Twimbit:We are a global consulting firm specializing in driving insights and capturing emerging opportunities for organizations across various sectors, including telecom, banking, experience economy, cloud, and disruptive technologies. Headquartered in Singapore, we have a global presence in Malaysia, India, Indonesia, and North America.Job Summary:We...

  • Telecom Project Leader

    3 weeks ago

    India Tietoevry Full time

    We are seeking an experienced Telecom Project Leader to lead and manage a team working on cutting-edge 5G telecom projects at Tietoevry.About the Role:This is a senior-level position requiring strong leadership capabilities, technical understanding, and a strategic mindset to deliver excellence in project execution and resource management.Key...