Tech Mahindra
Tech Mahindra–Kolkata, West Bengal
About 13 hours ago, from WhatJobs?
Eligibility:
Overall 5 Years of experience and minimum 1 year in Team Handling
BPO Experience is mandatory
Inbound Voice process experience is mandate.
Roles and Responsibilities
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.
Ability to effectively communicate his/her thoughts in a well-organized manner.
Should have good communication skills in English
Preferred Competencies
Domain Experience: Customer Service
Work Experience: Min 5 Years or more in an BPO organization.
Exposure to Client Handling
Shift: Rotational shifts
Process Working Hours: 24×7
Attitude: Customer and Solution Centric, patient & empathetic, eye for detail
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.
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