Posted By: Tolulope Edun
Job Description
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Role: Any Other
Timings: Rotational Shifts (Permanent)
Industry: BPO
Work Mode: Work from office
Functional Area: Any Other
Key Skills:
- Technical support
- Adobe suit
- Team Leader
- International voice Process
-
Team Lead UrgentLocation: HyderabadBand: BPO 3/4Salary Range: 9 - 12 LPA- Strong team handling experience- Excellent verbal & written communication skills- Experience in Technical support process (Must have)- Experience using Adobe Products- Strong knowledge of KPIs, SLAs, and performance management- Comfortable with rotational/night shifts**Please note the profiles need to mandatorily have SOME ADOBE PRODUCT HANDS ON EXPERIENCE**Must‑Have CompetenciesMinimum 1 Year Leadership Experience in International Technical Support (Voice & Chat) – At least 1 year of experience handling or leading international technical support teams across voice and chat channels, supporting global customers.KPI & Performance Management – Strong command over operational metrics (FCR, QA, CSAT, productivity, shrinkage) with corrective action planning.Sales & Revenue Mindset – Ability to drive cross‑sell/upsell conversations within a technical support environment.B1/B2‑Level Voice Communication - Clear, confident, and structured communication with good grammar and pronunciation, able to handle customer escalations, agent coaching, and client discussions effectively.Good to have Competencies.Hands‑on Adobe Technical Support Knowledge – Strong understanding of Adobe products and workflows, with the ability to guide teams on troubleshooting, feature navigation, and escalations.Stakeholder & Client Communication – Experience handling client connects, escalations, and performance reviews.Process Improvement Orientation – Exposure to audits, RCA, action plans, and continuous improvement initiatives.Strong People Leadership & Coaching – Proven experience coaching agents on technical depth, voice quality, CSAT, AHT, and sales/cross‑sell behaviors.**PAN and DOB are required to create Profile for DatabasePlease Apply using this Link https://myglit.com/lateral/cref/f508be9266
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Tolulope Edun
Recruiter - Gratitude India
Hyderabad ,
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