Team Leader Inbound Telecom Process

Company Description Altruist Technologies Pvt. Ltd., founded in 2005, is a leading provider of mobile social networking and value-added services across India, Indonesia, Nigeria, and other emerging markets. The company delivers voice-based social networks, mobile job platforms, and end-to-end mobile and digital strategy solutions for media clients, brands, and content owners. Altruist also operates in M-Governance, handset-based applications, video sharing, and Business Process Outsourcing, offering integrated voice and web-based services. With strong technology capabilities and partnerships with all major Indian telecom operators, the company reaches over half of India’s mobile subscriber base. This scale and expertise create a dynamic environment for professionals interested in telecom, digital services, and interactive communication solutions.
Role Description The Team Leader Inbound Telecom Process is a full-time, on-site role based in Bengaluru South. This role oversees daily operations of inbound telecom support teams, ensuring service levels, quality standards, and performance targets are consistently met. Responsibilities include supervising and guiding team members, managing shift schedules, monitoring call queues, and resolving escalated technical and service issues. The person in this role will coordinate with telecom partners, update team members on process changes, and ensure adherence to company policies and regulatory guidelines. Additional duties include conducting regular training, coaching sessions, performance reviews, and preparing operational reports for management.
Qualifications
Candidates should possess strong Team Leadership and Team Management skills to guide, motivate, and develop inbound support teams.
Candidates should possess solid Telecommunications and Technical Support skills to handle inbound queries, troubleshoot issues, and coordinate with network partners.
Candidates should possess Training experience to onboard new team members, conduct refresher sessions, and support continuous skill development.
Candidates should possess effective communication, customer service orientation, and problem-solving abilities to manage escalations and maintain high-quality interactions.
Candidates should possess experience in call center or telecom process environments; prior experience as a team leader or supervisor is preferred.
Candidates should possess proficiency in basic reporting, use of CRM or contact center tools, and familiarity with performance metrics such as AHT, CSAT, and SLA.
Candidates should possess at least a bachelor’s degree or equivalent experience in telecommunications, business, or a related field.

Work arrangement
No