Tech Mahindra | Training Manager
7 hours ago
Job description and activities involvedTo motivate, develop and mentor team members in a dynamically changing environmentManage group of communication coachesAbility to plan training & refresher on communicationAbility to assess & set the priorities on daily basis - considering the expected volume of engagementsAbility to quickly channelize the existing resources, if need be, into any of the internal segments, basis the surge in the volumeAbility to prove Service Management Expertise for long pending cases, to ensure quick closure of such engagementsAbility to understand & mitigate any concerns, which are causing delay in engagement progressionsMust be able to coach & mentor the team on regular basisMust be ready to pick-up & drive towards the smooth closure of escalated engagementsMust be able to draft & execute Achievement driven Incentive/Additional Incentive plans for the teamAbility to drive the Training & Quality teams, by providing inputs - to eventually improve the floor's performanceAbility to prepare & present SLA/KPI & other Metric driven Dashboards/Reports for Internal & External reviewsAbility to prepare / update audit sheets as per the business / client’s requirementsShould be able to lead Governance/Escalations calls with the Client
Educational Qualification required for the position.Graduates
Functional Competencies and skill sets required for the positionShould possess experience in to international Chat/Voice process, preferable Telco experienceExperience in managing ISP Operations with relevant domain knowledgeExcellent Communication skillsGood command over spoken and written EnglishCandidate should be ready to work in a 24*7 environmentShould have a flair for Customer Service, Technical, Billing & SalesPersuasive Speaking Skills- Able to understand customer’s needs and to add value to client by selling aggregated valuesHighly energetic and self-motivated- Able to keep himself with a positive attitude despite customer’s objectionsCustomer Focus- Taking action to exceed Customer expectations. This includes asking accurate questions, identify customer needs, summarize the steps to be taken, and following up to ensure the Customer was satisfied with the results based on client’s individual needsMulti-Tasking- Accurately & efficiently performing multiple responsibilities & frequently moving from one activity to another without losing focus & without impacting client satisfaction efficientlyOwnership- Taking responsibility for one’s own actions and holding others accountable for theirs; assuming responsibility for a job well done; being dependable, hardworking and focused on doing whatever is necessary to get the job done; demonstrating a commitment and pride in one’s own workPositive Attitude- Viewing the world in a positive and optimistic manner, rather than being cynical, distrustful or pessimistic; looking for the positive side to every situation rather than focusing on the negativeProblem Solving- Being able to resolve problems that involve people, things, and processes requiring general logic and common sense. This may include gathering relevant information, considering alternatives, and drawing logical conclusions based on factsProcessing Speed- Quickly interpreting and then responding to information. This includes quickly understanding the meaning of information and then providing an appropriate responseQuality Focus- Paying attention to and being able to identify small differences, mistakes or defects. This also involves being able to know when something is wrong or is likely to go wrongSales Focus- Influencing Customers’ decisions by creating an environment in which the needs of the Customer are being matched to the products and services provided by the person/organization; creating a positive impact on the Customer and persistently pursuing businessIntegrity- Possessing principles and values that guide one to behave in a fair and honest manner; demonstrating sound business ethics; stepping forward and taking a stand for what is right when made aware of unethical behavior by others
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