Team Leader CNOC ( 87017184 )

09 Sep 2026

Customer Service

Navi Mumbai

1. Oversee CNOC operations daily to ensure timely and quality
resolution of service requests.
2. Monitor team performance against KPIs and identify improvement
areas.
3. Collaborate with resolver groups to expedite complex complaint
resolution.
4. Provide accurate reports and insights to the CNOC Manager for
decision making.
5. Identify process improvements to increase first call resolution
rates.
6. Ensure daily closure of service requests with strong customer
communication.
7. Conduct regular performance reviews and provide guidance for skill
development.
8. Manage shift schedules and ensure team adherence to rostered timings
and activities.
9. Ensure the team is up to date with product, system, process, and
policy knowledge.
10. Liaise with stakeholders to drive operational excellence and resolve
issues.
11. Train and coach team members to improve problem-solving and customer
experience skills.
12. Identify, escalate, and resolve service-level breaches in
collaboration with management.

Graduate

2 to 5 years

1. Strong leadership and team management skills
2. Excellent cross-functional collaboration abilities
3. Advanced analytical skills (Tableau, MS Office, Excel)
4. Strong problem-solving skills
5. Deep understanding of customer service operations and telecom
industry knowledge
6. Strong verbal and written communication skills
7. Experience in training and mentoring teams
8. Ability to manage multiple work priorities