Opportunity at Tech Mahindra for Team Lead,

Job Description

We are excited to share a job opportunity with you for the position of Team Lead at Tech Mahindra in Hyderabad.

Below are the details of the role:

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.


If you are interested in this opportunity, please send your updated resume to hidden_email.

We look forward to hearing from you!

Best regards,
Tech Mahindra

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Keyskills:   international voice process us process international bpo