Key Responsibilities
- Lead, coach, and mentor a team of technical support agents to achieve performance and quality targets.
- Manage staffing, shift planning, attendance, and team productivity.
- Oversee resolution of telecom issues related to network, broadband, voice, data, devices, and provisioning.
- Act as the escalation point for complex technical issues and coordinate with Tier-2/Tier-3 support, NOC, and field teams.
- Monitor KPIs including AHT, FCR, CSAT, Quality Scores, Productivity, and SLA compliance.
- Identify performance gaps and implement improvement plans.
- Ensure compliance with company policies, security standards, and operational processes.
- Collaborate with Quality, Training, IT, Network, Billing, and other cross-functional teams.
- Prepare operational reports and drive continuous process improvement initiatives.
Required Qualifications
- Bachelor's degree or equivalent professional experience.
- 5–8 years of experience in Telecom Technical Support, including 2+ years in a Team Lead or Supervisory role.
- Experience managing SLA-driven contact center operations.
- Strong knowledge of telecom technologies, CRM systems, ticketing tools, provisioning, and troubleshooting.
- Excellent leadership, communication, problem-solving, and stakeholder management skills.
Pay: ₹350,690.33 - ₹1,579,080.83 per year
Work Location: In person
