3 Days Left Team Lead

4 weeks ago

Hyderabad, India Tech Mahindra Limited Full time

Job Description

- Job Title: Team Lead
- Location: Hyderabad
- Experience Required: Minimum 3+ years in the BPO Industry, with at least 1 year of experience as a Team Lead.

Key Skills:

- Telecom Domain
- US Process
- International Voice Process
- Team Handling
- Shrinkage and Attrition Management
- SLA Management
- CSAT, AHT, KPI, KRA
- Conflict Management
- Concurrency

Job Description:

- As a Team Lead, you will be responsible for:
- Motivating, developing, and mentoring team members in a dynamically changing environment.
- Monitoring projects/transactions and providing qualitative/constructive feedback to SMEs and team members.
- Responding to operations/quality performance-related queries from clients.
- Driving process performance to achieve and exceed SLA deliverables.
- Managing team expectations and proactively sensing their needs.
- Representing the project during client visits and meetings.
- Leading continuous improvement initiatives for the project.
- Maintaining delivery dashboards with detailed RCA on issues.
- Participating in client calibration calls for better process understanding and continuous improvement.

Educational Qualification:

- Graduate

Functional Competencies and Skills:

- Experience in international Chat/Voice processes, preferably in the Telecom sector.
- Excellent communication skills with a good command of spoken and written English.
- Willingness to work in a 24/7 environment.
- Flair for Customer Service, Technical, Billing & Sales.
- Strong persuasive speaking skills and customer focus.
- Ability to multitask efficiently while maintaining client satisfaction.
- Ownership and accountability for actions and results.
- Positive attitude and problem-solving skills.
- Quick processing speed and quality focus.
- Sales focus and integrity in all dealings.

- Relevant Experience:
- Minimum 1 year of documented experience as a Team Lead.

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