Hiring For Team Lead Operations | Tech
- Tech Mahindra
- 3 - 8 years
- Hyderabad
- 4 years ago
- Email to a friend
- Report this job
Job Description
We are hiring for Team Lead Position for an International Chat process
Job Description:
Position: Team Lead - International Telecom
Shifts: Required to work in Night shifts.
Location: Hyderabad
Female candidates are eligible
"International Telecom chat experience is mandatory",
Key Responsibilities / Duties:
- Ensure capability of the team is sufficient to fulfill operational needs.
- Further develop team's capabilities, encourage coach and mentor team.
- Prioritizing work, taking into consideration skills required and estimated time to complete tasks. Assigning to appropriate team members and assisting them as necessary with the execution.
- Provide hands on support to team when and where required.
- Ensure that the ongoing operational needs of the team are matched by appropriate staff development.
- Focal/escalation point for issues.
- Assist the Supervisor as and when required, provide backup support for the Supervisor when they are unavailable
- Ensure that all business-critical issues are escalated promptly to ensure that service level agreements and escalation procedures are met within agreed deadlines
- Act as liaison between team and Management
- Continuously monitor all outstanding incidents / requests and action appropriately to ensure that agreed standards are consistently achieved.
- Develop, implement and ensure processes, procedures and standards are followed.
- Establish parameters for and monitor work quality and performance metrics to review the team's performance to improve client service.
- Conduct root-cause analysis to identify issues and prevent future incidents.
Work Experience /Knowledge:
- 2+ years of International Telecom Chat experience is must.
- Strong demonstration of leadership capabilities.
Skills / Other Personal Attributes Required:
Required to work in Night Shift.
- Leadership, coaching and mentoring skills.
- Infectious enthusiasm for International Telecom.
- Excellent People skills with the ability to act with influence.
- Be able to work with minimal supervision while adhering to operational procedures and policies.
- Must have ability to diagnose and solve problems while maintaining professionalism and courtesy.
- High-energy, confident professional with an ability to remain calm and take control in a crisis.
- Open minded, flexible, and willing to listen for other people's opinions.
- Outstanding communication skills both verbal and written.
- Ability to multi-task and prioritize.
- Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals and at all technical levels.
- Effective time management skills
- Adapts to changing demands and conditions
- Willing to keep up to date and build upon skill and knowledge base.
If interested, kindly WhatsApp me your profile to the number - 9625607***. We will give a call.
Or forward your CV to am*******9@Te*********a.com with below details:-
Position applying
Overall Experience
Relevant Experience in international Telecom Chat
Designation & Company
Current & Expected CTC
Current & Preferred Location
Notice Period.
Kindly mark the subject line as " Team Lead Telecom Chat"
Job Classification
Industry: BPO / Call Centre / ITESFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Back Office/Web/Transaction Processing
Role: Back Office/Web/Transaction Processing
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required, Any Postgraduate in Any Specialization
Doctorate: Doctorate Not Required, Any Doctorate in Any Specialization
Contact Details:
Company: Tech Mahindra LtdLocation(s): Hyderabad
Keyskills: staff development Team Handling service level team management management skills team leader Coaching team leading Feedback client servicing CSAT telecom chat
Tech Mahindra
Hutchison Global Services is the fastest growing international 3rd Generation telecom & multimedia brand owned by the Hutchison Whampoa Group. HGS is currently present in ten countries the UK, Ireland, Italy, Israel, Australia, Austria, Denmark, Norway, Sweden and Hong Kong.
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