Team Leader International Telecom

4 days ago

Kolkata, West Bengal, India Cogenthub Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Summary

We are looking for an experienced and dynamic Team Leader (TL) with a strong background in International Telecom BPO operations. The ideal candidate will lead a team of agents to deliver exceptional performance in customer service, sales, or technical support for telecom clients, ensuring achievement of KPIs and maintaining high-quality standards.

Key Responsibilities

  • Lead, motivate, and manage a team of BPO agents handling international telecom processes (voice/non-voice).
  • Monitor team performance, track metrics (AHT, CSAT, FCR, Quality, etc.), and ensure targets are consistently met.
  • Conduct regular coaching, feedback sessions, and performance reviews to improve individual and team outcomes.
  • Handle escalations efficiently and provide resolution within SLA timelines.
  • Collaborate with Operations Managers and QA teams to implement process improvements and training initiatives.
  • Prepare and maintain daily/weekly/monthly performance reports.
  • Ensure compliance with company policies and client requirements.

Required Skills & Qualifications

  • Experience: 25 years in an International BPO environment, with minimum 1 year in a Team Leader role (preferably in a telecom process).
  • Strong understanding of telecom products/services and customer service processes.
  • Excellent communication, interpersonal, and leadership skills.
  • Ability to analyze data, manage performance metrics, and drive operational excellence.
  • Flexibility to work in rotational shifts (including night shifts).
  • Immediate joiners preferred.

Education

  • Graduate in any discipline (preferred but not mandatory).

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