Hiring Team Leader

5 days ago

Mumbai, Maharashtra, India Mphasis Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Greetings from Mphasis

We are currently hiring Team Leader (Service Desk) for Mumbai Location

Location: Mumbai | Full-Time

Who are we looking for?

A Team Leader / Subject Matter Expert who manages a team of White Glove Migration Specialists, responsible for managing day-to-day operations, ensure readiness to support clients, manage performance feedback and coaching for team members, Monitor and assess client calls, emails and other activities.

Process/Functional Skills:

  • Team Leadership: Lead, motivate, and supervise a team of specialists to ensure high-quality customer service, productivity, and adherence to company policies and procedures.
  • Client Interfacing: Liaising with clients, providing status updates and addressing questions related to the work. Handle escalation from customers and provide effective resolutions
  • Performance Management: Monitor and evaluate the performance of specialists, providing regular feedback, coaching, and support to improve performance and achieve KPIs.
  • Call Monitoring: Review and assess call interactions to ensure that specialists maintain a high level of professionalism, customer service, and compliance with company standards.
  • Scheduling: Create and manage specialist schedules to ensure proper coverage during peak hours and adherence to break schedules.
  • Training and Development: Identify training needs and assist in the development of training programs to improve the skills and knowledge of specialists. Conduct onboarding for new recruits.
  • Quality Assurance: Establish and maintain quality assurance procedures to ensure consistent and exceptional customer service delivery. Identify areas for improvement and implement corrective action.
  • Data Analysis: Collect and analyze project data, including work volume, response times, and customer satisfaction metrics. Use data-driven insights to improve operations.
  • Conflict Resolution: Address and resolve customer and employee issues and complaints. Escalate complex cases to higher management as needed.
  • Documentation and Reporting: Maintain accurate records, reports, and documentation of center activities, including performance metrics and specialist evaluations.
  • Compliance: Ensure compliance with industry regulations, company policies, and data security standards. Stay up to date with relevant laws and regulations.

Behavioral Skills:

  • Communication: Excellent written and verbal communication
  • Leadership: ability to coordinate, motivate and provide guidance to the teams.
  • Risk Management: The ability to analyze, prioritize, and minimize the risk, program, or project may cause.
  • Analytical problem solving: The ability to identify and address potential issues, keep up with technology
  • Time management: The ability to prioritize tasks and meet delivery deadlines.
  • Presentation: Should possess excellent presentation skills. Should be able to provide status updates on PPT.

Qualification:

  • Bachelors degree or equivalent.
  • Preference should be given to candidates with prior banking project experience.

Interested candidates can APPLY to this post OR MAIL me your resumes to

Regards,

Bhavya Periyadan

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