Tech Mahindra | Training Manager
21 hours ago
Job description and activities involved
To motivate, develop and mentor team members in a dynamically changing environment
Manage group of communication coaches
Ability to plan training & refresher on communication
Ability to assess & set the priorities on daily basis - considering the expected volume of engagements
Ability to quickly channelize the existing resources, if need be, into any of the internal segments, basis the surge in the volume
Ability to prove Service Management Expertise for long pending cases, to ensure quick closure of such engagements
Ability to understand & mitigate any concerns, which are causing delay in engagement progressions
Must be able to coach & mentor the team on regular basis
Must be ready to pick-up & drive towards the smooth closure of escalated engagements
Must be able to draft & execute Achievement driven Incentive/Additional Incentive plans for the team
Ability to drive the Training & Quality teams, by providing inputs - to eventually improve the floor's performance
Ability to prepare & present SLA/KPI & other Metric driven Dashboards/Reports for Internal & External reviews
Ability to prepare / update audit sheets as per the business / client’s requirements
Should 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 position
Should possess experience in to international Chat/Voice process, preferable Telco experience
Experience in managing ISP Operations with relevant domain knowledge
Excellent Communication skills
Good command over spoken and written English
Candidate should be ready to work in a 24*7 environment
Should have a flair for Customer Service, Technical, Billing & Sales
Persuasive Speaking Skills- Able to understand customer’s needs and to add value to client by selling aggregated values
Highly energetic and self-motivated- Able to keep himself with a positive attitude despite customer’s objections
Customer 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 needs
Multi-Tasking- Accurately & efficiently performing multiple responsibilities & frequently moving from one activity to another without losing focus & without impacting client satisfaction efficiently
Ownership- 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 work
Positive 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 negative
Problem 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 facts
Processing Speed- Quickly interpreting and then responding to information. This includes quickly understanding the meaning of information and then providing an appropriate response
Quality 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 wrong
Sales 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 business
Integrity- 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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