URGENT!! -Team Lead Hyderabad for India's Leading BPO Client

Gratitude Inc

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1 week ago

URGENT!! -Team Lead Hyderabad for India's Leading BPO Client

1-3 Year(s)

₹ 70 - ₹ 95 Thousand p.m

Hyderabad

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Job Description

Key Skills

Excellent verbal and written English communication skills Strong team handling experience Strong knowledge of KPIs, SLAs, and performance management

306 candidate(s) have already applied for this Job. Apply now

Location: Hyderabad
Band: BPO 3/4
Salary Range: 9 - 12 LPA

- Strong team handling experience
- Excellent verbal & written communication skills
- Experience in Technical support process (Must have)
- Experience using Adobe Products
- Strong knowledge of KPIs, SLAs, and performance management
- Comfortable with rotational/night shifts

**Please note the profiles need to mandatorily have SOME ADOBE PRODUCT HANDS ON EXPERIENCE**

Must‑Have Competencies
Minimum 1 Year Leadership Experience in International Technical Support (Voice & Chat) – At least 1 year of experience handling or leading international technical support teams across voice and chat channels, supporting global customers.
KPI & Performance Management – Strong command over operational metrics (FCR, QA, CSAT, productivity, shrinkage) with corrective action planning.
Sales & Revenue Mindset – Ability to drive cross‑sell/upsell conversations within a technical support environment.
B1/B2‑Level Voice Communication - Clear, confident, and structured communication with good grammar and pronunciation, able to handle customer escalations, agent coaching, and client discussions effectively.

Good to have Competencies.
Hands‑on Adobe Technical Support Knowledge – Strong understanding of Adobe products and workflows, with the ability to guide teams on troubleshooting, feature navigation, and escalations.
Stakeholder & Client Communication – Experience handling client connects, escalations, and performance reviews.
Process Improvement Orientation – Exposure to audits, RCA, action plans, and continuous improvement initiatives.
Strong People Leadership & Coaching – Proven experience coaching agents on technical depth, voice quality, CSAT, AHT, and sales/cross‑sell behaviors.

**PAN and DOB are required to create an employee profile in the database.**
**Former and/or current TCS/Tata employees are not eligible.**

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Shubham Kathalkar

Recruiter - Gratitude Inc

NA, india

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