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Team Leader SOC (Security Operations Center)
Shroti Telecom
posted 4d ago
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Flexible timing
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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. 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:
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.
Qualifications and Skills: - Bachelors degree or equivalent work experience.
- Proven track record of meeting or exceeding sales targets.
- Proven experience in a BPO/NOC or customer service environment.
- Strong leadership and interpersonal skills.
- Excellent communication and problem-solving abilities.
- Familiarity with relevant software and tools used in BPO/NOC operations.
- Ability to thrive in a fast-paced and dynamic environment.
Employment Type: Full Time, Permanent
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based on 11 employees
Flexible timing
Monday to Saturday
Within country
Day Shift
Shroti Telecom Benefits
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