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Team Lead

2 months ago

Noida, India Tech Mahindra (formerly Mahindra Satyam) Full time

This opportunity is open for seasoned Team leaders who comes from an International Process with Channel experience in Chat/ Email & Back Office or Blended across domains of Customer Service in Retail or BFSI.


Your Job role will require you:


  • 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
  • To be a part of the client calibration call to have better understanding of the process
  • Ability to effectively communicate his/her thoughts in a well-organized manner.
  • Should have good communication skills in English
  • Cab will be provided as per location transport boundaries.


Preferred Competencies:


  • Domain Experience : Customer Service in Retail or BFSI / Payments is added advantage
  • Channel Experience: Chat or Email & Back Office or Blended (International Process)
  • Work Experience: Min 5 Years or more in an international process with minimum 2 years of experience in Chat preferred
  • Exposure to Client Handling
  • Shift: Rotational shifts and week off's
  • Process Working Hours: 24x7
  • 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.