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Tech Mahindra Limited

Team Lead - Customer Support

Tech Mahindra Limited
Hyderabad
3-8 Years

This job is no longer accepting applications

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  • Posted 6 months ago
  • Over 500 applicants

Job Description

  • Job Title: Team Lead
  • Location: Hyderabad
  • Experience Required: Minimum 3+ years in the BPO Industry, with at least 1 year of experience as a Team Lead.

Key Skills:

  • Telecom Domain
  • US Process
  • International Voice Process
  • Team Handling
  • Shrinkage and Attrition Management
  • SLA Management
  • CSAT, AHT, KPI, KRA
  • Conflict Management
  • Concurrency

Job Description:

  • As a Team Lead, you will be responsible for:
  • Motivating, developing, and mentoring team members in a dynamically changing environment.
  • Monitoring projects/transactions and providing qualitative/constructive feedback to SMEs and team members.
  • Responding to operations/quality performance-related queries from clients.
  • Driving process performance to achieve and exceed SLA deliverables.
  • Managing team expectations and proactively sensing their needs.
  • Representing the project during client visits and meetings.
  • Leading continuous improvement initiatives for the project.
  • Maintaining delivery dashboards with detailed RCA on issues.
  • Participating in client calibration calls for better process understanding and continuous improvement.

Educational Qualification:

  • Graduate

Functional Competencies and Skills:

  • Experience in international Chat/Voice processes, preferably in the Telecom sector.
  • Excellent communication skills with a good command of spoken and written English.
  • Willingness to work in a 24/7 environment.
  • Flair for Customer Service, Technical, Billing & Sales.
  • Strong persuasive speaking skills and customer focus.
  • Ability to multitask efficiently while maintaining client satisfaction.
  • Ownership and accountability for actions and results.
  • Positive attitude and problem-solving skills.
  • Quick processing speed and quality focus.
  • Sales focus and integrity in all dealings.

  • Relevant Experience:
  • Minimum 1 year of documented experience as a Team Lead.

More Info

Job Type:
Permanent Job
Industry:
Customer Service
Role:
Team Leader
Function:
Customer Service/Call Centre/BPO
Employment Type:
Full time
Open to candidates from:
Indian

About Company

Tech Mahindra Limited

Tech Mahindra is part of the US $15.4 billion Mahindra Group and is a leading global systems integrator and business transformation consulting organization, focused primarily on the telecommunications industry. Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible partnering models. This has helped customers reduce operating costs, generate new revenue streams and gain competitive advantage. Tech Mahindra expanded its IT portfolio in 2009 by acquiring the leading global business and information technology services company, Mahindra Satyam (earlier known as Satyam Computer Services).

Tech Mahindra's capabilities spread across a broad spectrum, including Business Support Systems (BSS), Operations Support Systems (OSS), Network Design & Engineering, Next Generation Networks, Mobility Solutions, Security consulting and Testing.

Tech Mahindra's solutions portfolio includes Consulting, Application Development & Management, Network Services, Solution Integration, Product Engineering, Infrastructure Managed Services, Remote Infrastructure Management and BSG (comprises BPO, Services and Consulting).

With an array of service offerings for TSPs, TEMs and ISVs, Tech Mahindra is a chosen transformation partner for several leading wireline, wireless and broadband operators in Europe, Asia-Pacific and North America.

Tech Mahindra has successfully implemented more than 16 Greenfield Operations globally and has over 130 active customer engagements mostly in the Telecom sector. The company has been involved in about 8 transformation programs of incumbent telecom operators.


Tech Mahindra has a global footprint through operations in more than 31 countries with 17 sales offices and 15 delivery centers. Assessed at SEI CMMi Level 5, Tech Mahindra's track record for value delivery is supported by over 40,500 professionals who provide a unique blend of culture, domain expertise and in depth technology skill sets. Its development centers are ISO 9001:2008 & BS7799 certified.

Job ID: 104492189

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Last Updated: 23-09-2025 07:17:53 AM
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