Team Lead - Customer Support
Fibretel Networks · Kolkata · posted 3 weeks ago
Not disclosed
- Type:
- Full-time
- Workplace:
- On-site
- Experience:
- 4–7 yrs
- Vacancies:
- 1
- Apply by:
- 10 Sep 2026
- Qualification:
- Graduate
About the role
Fibretel Networks serves over two lakh broadband and enterprise subscribers in eastern India from our Kolkata contact centre. We are hiring a Team Lead to manage a team of fifteen support executives handling connection, billing and outage queries across voice and WhatsApp channels. You will own team-level service metrics, run daily huddles and coaching sessions, manage rosters for a 7 am to 11 pm operation, and handle supervisor escalations directly. At least two years of experience leading a support team in telecom, ISP or a similar high-volume consumer service environment is required, along with solid working knowledge of Excel-based reporting.
Responsibilities
- Manage daily operations, rosters and break schedules for a fifteen-member support team
- Coach executives through call audits, scorecards and one-on-one feedback
- Handle supervisor escalations and coordinate with field teams on outage tickets
- Publish daily and weekly service level reports to the operations head
- Drive improvements in first-call resolution and customer satisfaction scores
Required skills
- Microsoft Excel
- Customer Service
- Team Leadership
- Communication Skills
About the company
Fibretel Networks
Telecom · 1001-5000 employees · Kolkata
Fibretel Networks builds and operates fibre broadband infrastructure in West Bengal, Odisha, Bihar and the Northeast, serving retail subscribers and acting as a wholesale bandwidth partner for local cable operators. Headquartered in Salt Lake Sector V, Kolkata, the company maintains over 24,000 kilometres of fibre and city networks in 60 towns. Field operations employ the majority of staff, while a Kolkata-based engineering group works on network monitoring, provisioning systems and the subscriber app. Fibretel recruits engineers from eastern India who want telecom-scale work without relocating, and trains field technicians through its own academy.
Company website