URGENT!! -Team Lead Hyderabad for India's Leading IT Company Client
Gratitude IncURGENT!! -Team Lead Hyderabad for India's Leading IT Company Client
Job Description
Key Skills
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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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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