Overview
The Team Lead - Contact Center Operations is responsible for overseeing daily technical support operations within a telecom contact center. This role ensures high service quality, strong team performance, and adherence to SLAs while driving operational efficiency, customer satisfaction, and continuous improvement. The Team Lead acts as the first level of leadership, providing guidance, coaching, and technical escalation support to frontline agents.
Responsibilities
Team Leadership & People Management
- Lead, mentor, and coach a team of technical support agents to achieve performance and quality targets.
- Conduct regular one‑on‑one sessions, team huddles, and performance reviews to drive continuous improvement.
- Manage staffing, shift adherence, leave planning, and attendance to ensure optimal coverage.
- Motivate the team to maintain high morale, engagement, and accountability.
Technical Support Operations
- Oversee resolution of telecom technical issues such as network connectivity, voice, data, broadband, and device-related concerns.
- Act as an escalation point for complex or high‑priority technical issues, ensuring timely resolution.
- Ensure adherence to defined troubleshooting processes, knowledge articles, and best practices.
- Coordinate with Tier‑2/Tier‑3 support, NOC, field teams, and vendors as needed.
Performance & SLA Management
- Monitor team performance across KPIs including AHT, FCR, CSAT, quality scores, productivity, and SLA compliance.
- Identify performance gaps and implement corrective action plans.
- Ensure consistent achievement of service level and customer satisfaction targets.
Quality, Compliance & Process Improvement
- Ensure compliance with company policies, regulatory requirements, and data security standards.
- Partner with Quality and Training teams to address skill gaps and improve resolution quality.
- Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
- Participate in process standardization, automation, or transformation initiatives.
Reporting & Stakeholder Management
- Prepare and present daily/weekly performance reports and insights to management.
- Communicate operational risks, trends, and improvement opportunities proactively.
- Collaborate closely with cross‑functional teams (IT, Network, Provisioning, Billing, etc.).
Requirements
Technical Skills
- Strong understanding of telecom technologies (wireline/wireless networks, broadband, VoIP, devices, provisioning, and troubleshooting).
- Familiarity with CRM systems, ticketing tools, and knowledge management platforms.
- Ability to analyze data, dashboards, and operational reports.
Leadership & Behavioral Skills
- Strong people‑management, coaching, and conflict‑resolution skills.
- Excellent communication and customer‑handling abilities.
- Strong problem‑solving, decision‑making, and prioritization skills.
- Ability to work under pressure in a fast‑paced contact center environment.
Qualifications
- Bachelor's degree or equivalent professional experience.
- 5-8 years of experience in telecom technical support, including 2+ years in a people‑lead or supervisory role.
- Experience working in a contact center environment with SLA‑driven operations.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- First Call Resolution (FCR)
- SLA adherence
- Quality audit scores
- Team productivity and attrition
- Escalation and repeat‑issue reduction
