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Team Leader Operations
3 weeks ago
Job Description
We are hiring an experienced Team Leader Operations for a UK Telecom International Voice Process. The ideal candidate will manage a team of customer service advisors, ensure SLA adherence, drive performance, and maintain high-quality service delivery in a fast-paced BPO environment.
This role is ideal for professionals with strong people management skills and hands-on experience in UK/International Telecom processes.
Key Responsibilities
- Lead, manage, and motivate a team of CSRs in a UK Telecom inbound/outbound process
- Ensure achievement of KPI, SLA, AHT, CSAT, and Quality targets
- Conduct daily huddles, performance reviews, and coaching sessions
- Handle escalations and ensure timely resolution of customer issues
- Monitor call quality and ensure compliance with process guidelines
- Drive productivity, attendance, and shrinkage control
- Prepare and share daily/weekly/monthly performance reports
- Coordinate with QA, Training, WFM, and Management teams
- Support new joiner ramp-up and ongoing team development
Eligibility / Requirements
- Minimum 14 years of experience as Team Leader / Sr. Associate / SME in UK Telecom or International Voice Process
- Strong communication skills in English
- Proven experience in managing team performance and targets
- Good knowledge of call center metrics and reports
- Ability to work in rotational shifts (UK shifts)
Work Details
- Process: UK Telecom International Voice
- Role: Team Leader – Operations
- Work Days: 5 Days Working
- Industry: BPO / KPO / ITES
- Employment Type: Full-Time
Why Join Us
- Stable 5-day work week
- Career growth in International BPO
- Professional work environment
- Opportunity to work with UK clients
How to Apply
Eligible candidates can share their resume to or share resume directly to Aishi Chakraborty)
