Team Lead

23 hours ago

Kolkata, West Bengal, India Airful Consulting Full time

Role and Key Responsibilities:

  • Ensure the team consistently meets or exceeds client SLAs and performance metrics.
  • Act as the first point of escalation for customer-related queries, providing timely and effective resolutions.
  • Build strong interpersonal relationships within the team, fostering a sense of unity and alignment with customer values and business goals.
  • Lead by examplepromote a culture of excellence through team building, coaching, and sound people management.
  • Identify performance gaps and take proactive steps to address them through coaching and support.
  • Drive team development through motivation, skill enhancement, and career growth initiatives.
  • Provide hands-on support and guidance to team members, including troubleshooting and mentoring.
  • Serve as the key communication link between the team and senior management, ensuring transparency and alignment on deliverables.
  • Maintain accurate and insightful reporting; collaborate with the Operations Manager to implement effective performance tracking and reward systems.
  • Monitor real-time operations and respond swiftly to emerging issues or trends.
  • Coordinate with support functions (HR, IT, Admin) to resolve team-related challenges.
  • Manage team-specific attrition and absenteeism and implement retention strategies.
  • Conduct regular performance reviews and identify training needs to enhance team capabilities.
  • Ensure smooth day-to-day operations while maintaining high levels of employee engagement and customer satisfaction.
  • Follow governance models, escalation protocols, and communication plans diligently.
  • Uphold discipline and professionalism within the team, while providing clear direction and support.
  • Champion continuous improvement initiatives to enhance process efficiency and service quality.
  • Be the go-to person for internal queries and business-specific concerns.
  • Lead a team of 15–20+ customer service executives.
  • Take ownership of team outcomes and maintain a positive, solution-oriented attitude.
  • Foster a motivating and inclusive work environment that encourages collaboration and growth.

Key Skills and knowledge:

  • Associate's degree in a relevant field (preferred).
  • 2–4 years of experience in a similar role, ideally in a telecom process.
  • Strong communication skills—both verbal and written.
  • A collaborative mindset and the ability to work well with others.
  • Proven ability to coach and develop team members to reach their full potential.
  • Ability to manage multiple priorities and stay calm under pressure.
  • Strong leadership and organizational skills.
  • Experience in performance management, employee engagement, and conflict resolution.
  • Sales acumen with the ability to identify upselling/cross-selling opportunities and drive revenue through customer interactions.
  • Willingness to work flexible hours based on business needs.

Educational Qualification : Graduate/ Undergraduates

Preferred candidate profile :Immediate Joiner or with 30 days of notice period

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