The Role
Leads integrated voice and data contact-center operations for priority customers across India. Manages escalations, KPIs, workforce operations, customer complaints, compliance, performance reviews, and team development. Drives process simplification, business transition, automation and AI adoption, customer feedback implementation, engagement, retention, and service quality. Requires strong leadership, customer focus, data analysis, communication, and experience managing high-potential contact-center teams.
Summary Generated by Built In
Job responsibility
Behavioural Attributes
- Must be into strategic hands on in business transition & Process Simplification.
- Automation and AI Implementation exposure will be given preference.
- Responsible for handling teams in an operations of an integrated (calls/emails/complaints) contact center for Voice & Data products (including all KRAs and KPIs defined for this process) for Priority customers
- Handling of escalations on Voice & Data products
- Handling team KPIs/KRAs
- Keeping the team continually motivated in achieving the team goals
- Developing a strong bonding between the members in the team so that they can share the same collective goal
- Creating an environment of collecting, sharing and implementing of customer feedback
- Responsible for planning and execution of the day to day operational parameters of the team
- Ensure statutory compliance and compliance to all internal & external audits
- Develop high level of customer focus within the team
- Having a strong hold on absenteeism, attrition, shrinkage and floor monitoring
- Provide effective leadership and development amongst the agents of the contact center, including ER & floor activities
- Responsible to Cultivate a strong, informed, multi skilled and well-trained team
- Implement performance management and performance review processes
- Project & Initiative Skills required
- Strong operations skills for handling absenteeism, attrition, shrinkage and floor monitoring
- Customer centric and high focus on customer facing processes
- Excellent grip on high end data and voice products
- Excellent hands on experience in handling call center & complaint management operations for high end customers
- Team management skills
- Experience in handling a high potential dynamic teams
- Minimum 10-16 years of experience in the BPO segment with 2 years in a Team Leader position. Handling high end customer service call center and complaint management teams
- Hands on experience in work force management, process reengineering, people handling and customer interaction
Behavioural Attributes
- Excellent people manager
- Strong customer focus
- Good analytical skills
- Strong communication and interpersonal skills
- Inclination towards innovation
Transforming Businesses through Digitalization
Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country’s leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.
Our People Shape Our Journey Ahead
We are India’s leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.
Skills Required
- Graduate degree in Science or Business
- 10–16 years of experience in the BPO segment
- At least 2 years of experience in a Team Leader position
- Experience handling high-end customer service call-center and complaint-management teams
- Hands-on experience in workforce management
- Experience in process reengineering
- Experience managing people and customer interactions
- Strong operations skills covering absenteeism, attrition, shrinkage and floor monitoring
- Strong customer focus and experience with customer-facing processes
- Experience with voice and data products
- Team management and people leadership skills
- Strong analytical, communication and interpersonal skills
- Automation and AI implementation exposure
- Project and initiative management skills
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The Company
What We Do
Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country’s leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.
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