Team Leader – Customer Service/Telecom/International BPO Full Time

Company Description: Credence Global Solutions is a global provider of technology, human resources, and off-site infrastructure solutions focused on Revenue Cycle and Accounts Receivable Management. Headquartered in Dallas, TX, the company supports clients in healthcare, telecommunications, utilities, and media & entertainment. With over 2,500 team members worldwide, Credence emphasises service quality, operational excellence, and scalable support models. The organisation offers growth opportunities in a dynamic, performance-driven environment. Team members collaborate across locations to deliver consistent results and long-term value for clients.

Role Description: This is a full-time, on-site role for a Team Leader – Customer Service/Telecom/International BPO based in the Pune Division.

The Team Leader will oversee the day-to-day operations of a customer service team handling telecom and international BPO processes, including monitoring performance, managing schedules, and ensuring service level adherence. Responsibilities include guiding team members on calls and interactions, resolving escalations, ensuring high customer satisfaction, and maintaining quality and compliance standards. The role involves coaching, mentoring, conducting performance reviews, and providing regular feedback to build skills and improve outcomes. The Team Leader will also collaborate with management on process improvements, reporting, and implementing best practices to optimise customer experience and team productivity.

Qualifications:

• Strong customer-focused skills in Customer Service, Customer Support, and Customer Satisfaction.
• Experience in Customer Service Management with the ability to lead, motivate, and develop a team in an international BPO or telecom environment.
• Excellent Communication skills, including clear verbal and written communication and effective call handling.
• Exposure to pure International voice process is mandatory.
• Proven experience in international voice processes, telecom or BPO operations, and managing KPIs such as AHT, CSAT, and quality scores.
• Ability to manage shift operations, create schedules, handle escalations, and work in a fast-paced, target-driven environment.
• Strong analytical and reporting skills, with proficiency in MS Office tools and contact centre systems.
• Prior experience as a Team Leader, Supervisor, or similar leadership role in customer service is preferred.
• Bachelor’s degree or equivalent work experience in business, communications, or a related field is beneficial.