Shroti Telecom Pvt. Ltd. is currently seeking talented individuals for the following positions:

Team Leader – SOC (Security Operations Center)

Job Description:  We are seeking a dynamic and experienced Team Leader to join our Security Operations Center (SOC) team. The Team Leader will play a pivotal role in overseeing and guiding our customer service representatives to deliver exceptional service while ensuring operational excellence.

Key Responsibilities:

• Team Management: Lead, motivate, and manage a team of customer service representatives. Conduct regular team meetings, provide coaching, and foster a positive work environment.

•Performance Monitoring: Monitor individual and team performance, implement strategies for improvement, and ensure adherence to key performance indicators (KPIs).

• Quality Assurance: Maintain quality standards in customer interactions, conduct assessments, and provide feedback for continuous improvement.

•Training and Development: Identify training needs, coordinate training sessions, and promote a culture of continuous learning within the team.

• Client Communication: Serve as a point of contact between the team and clients, address concerns, and escalate issues as necessary.

•Process Improvement: Collaborate with management to identify and implement process improvements, enhancing overall operational efficiency.

• Reporting: Generate and analyze reports to track team performance, presenting findings to management regularly.

1. Bachelor's degree or equivalent work experience.
2. Proven track record of meeting or exceeding sales targets.
3. Proven experience in a BPO/NOC or customer service environment.
4. Strong leadership and interpersonal skills.
5. Excellent communication and problem-solving abilities.
6. Familiarity with relevant software and tools used in BPO/NOC operations.
7. Ability to thrive in a fast-paced and dynamic environment.