Team Lead

1 month ago


Kolkata, India Tech Mahindra Full time

Job Description:


Eligibility:

  • Overall 5 Years of experience and minimum 1 year in Team Handling
  • BPO Experience is mandatory
  • Inbound Voice process experience is mandate.


Roles and Responsibilities

  • To motivate, develop and mentor team members in a dynamically changing environment
  • Ensure adherence to the process deliverable (SLA's)
  • Governance on daily shrinkage and attrition
  • Work closely with all support function teams.
  • Monitor projects/transactions and provide qualitative/constructive feedback to the team members/SMEs.
  • Perform regular audit checks on client defined compliance requirements
  • Answer operations related queries from the client.
  • Drive process performance to achieve and exceed SLA deliverable.
  • To create a conducive and stimulating environment for the teams to accomplish their goals.
  • Manage expectations of his/her team members and proactively should be able to sense their needs.
  • Represent the organization and participate in client visits and reviews.
  • Ability to drive process, performance & transformation
  • Maintain delivery dashboards with analysis.
  • Ability to effectively communicate his/her thoughts in a well-organized manner.
  • Should have good communication skills in English


Preferred Competencies

  • Domain Experience: Customer Service
  • Work Experience: Min 5 Years or more in an BPO organization.
  • Exposure to Client Handling
  • Shift: Rotational shifts
  • Process Working Hours: 24x7
  • Attitude: Customer and Solution Centric, patient & empathetic, eye for detail
  • Tool/Application Experience: Reasonable understanding of working Microsoft Excel and Microsoft Word
  • Change Management: Flexible and adaptable to the evolving needs of a high-growth and fast paced organization environment.


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