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Senior Project Lead

Fresher Noida, All India 08 Jan, 2026

Job Location	Noida, All India
Education	Not Mentioned
Salary	Not Disclosed
Industry	BPO / Call Center
Functional Area	Not Mentioned
EmploymentType	Full-time

Job Description

Role Overview:As a Senior Project Lead, you will be responsible for managing the day-to-day operations of the team, ensuring efficient handling of customer inquiries and implementing processes to improve operational efficiency. Your expertise in ticketing tools, IVR, call routing, and knowledge management will play a crucial role in enhancing team performance.Key Responsibilities:- Manage team operations, ensuring timely resolution of customer inquiries and issues.- Develop and implement processes to enhance customer inquiry handling.- Evaluate and implement ticketing tools, IVR, call routing, and knowledge management systems.- Collaborate with other departments to resolve cross-functional issues.- Maintain relationships with key stakeholders to meet their needs.- Ensure team is well-trained and equipped for their roles.- Manage team budget and resources effectively.- Provide regular reports on team performance for continuous improvement.Qualifications:- Bachelors degree or equivalent work experience.- Minimum 8 years of team management experience with expertise in ticketing tools, IVR, call routing, and knowledge management.- Strong leadership and management skills.- Excellent communication and interpersonal skills.- Strong analytical and problem-solving skills.- Knowledge of IT service management best practices.- Project management skills to handle multiple projects simultaneously.- Experience with IT service management tools.(Note: Additional details about the company were not included in the provided job description.) Role Overview:As a Senior Project Lead, you will be responsible for managing the day-to-day operations of the team, ensuring efficient handling of customer inquiries and implementing processes to improve operational efficiency. Your expertise in ticketing tools, IVR, call routing, and knowledge management will play a crucial role in enhancing team performance.Key Responsibilities:- Manage team operations, ensuring timely resolution of customer inquiries and issues.- Develop and implement processes to enhance customer inquiry handling.- Evaluate and implement ticketing tools, IVR, call routing, and knowledge management systems.- Collaborate with other departments to resolve cross-functional issues.- Maintain relationships with key stakeholders to meet their needs.- Ensure team is well-trained and equipped for their roles.- Manage team budget and resources effectively.- Provide regular reports on team performance for continuous improvement.Qualifications:- Bachelors degree or equivalent work experience.- Minimum 8 years of team management experience with expertise in ticketing tools, IVR, call routing, and knowledge management.- Strong leadership and management skills.- Excellent communication and interpersonal skills.- Strong analytical and problem-solving skills.- Knowledge of IT service management best practices.- Project management skills to handle multiple projects simultaneously.- Experience with IT service management tools.(Note: Additional details about the company were not included in the provided job description.)

Keyskills :
ticketing toolsIVRcall routingknowledge managementIT service management

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