Team Lead . Job in Tech Mahindra
- Tech Mahindra
- 5 to 10 Yrs
- Pune
- 11 months ago
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Job Description
- Telecom Domain
- International Non-Voice Process
- Team Management
- Shrinkage & Attrition Management
- SLA Management
- CSAT, AHT, KPI, KRA
- Conflict Resolution
- Concurrency & BQ Management
- Coach associates to meet Key Performance Indicators (KPIs) and metrics, including AHT, after-call work (customer follow-up), quality standards, NPS, schedule adherence, and more.
- Oversee the quality of team deliverables and manage team dynamics to ensure consistent performance.
- Ensure each associate receives a minimum of one coaching session every two weeks.
- Provide coaching for associates based on NPS surveys and QA evaluations.
- Actively participate in regular QA calibration sessions.
- Manage and drive performance to meet Service Level Agreements (SLAs).
- Proactively address and reduce team attrition and voluntary turnover.
- Control team absenteeism and improve overall attendance.
- Take timely and appropriate disciplinary actions related to performance, attendance, schedule adherence, behavior, and misconduct.
- Ensure exceptional customer service and fully understand client needs.
- Ensure alignment with overall team and organizational goals.
- Set operational objectives, delegate tasks to team members, and hold regular meetings to improve productivity, product knowledge, and customer satisfaction.
- Conduct Root Cause Analysis to develop action plans for performance improvement.
- Collaborate with support teams (Recruitment, Training, Quality, HR, Workforce) to drive business results.
- Participate in recruitment and interviewing processes for new hires.
- Commit to a minimum of 4 hours per month on the phones, handling calls within the skillset of your associates.
- Experience in an international Telecom non-voice process is essential.
- Preferred (but not required): Bachelor's/College degree in any field.
- At least 1 year of relevant experience in a supervisory role in Customer Service or equivalent.
- Strong analytical mindset.
- Results- and process-oriented.
- Proven leadership and team management experience.
Job Title: Team Lead
Location: Pune
Experience: Minimum 5 years
Skills:
Job Description:
Role & Responsibilities:
Qualifications & Experience:
Response Email ID:
CTC: Max TCTC 8 LPA (Confidential)
Industry: International BPO Experience
Request you t directly reach or share your CV/resume on the details given below :
POC- Divya Vani ()
Contact: Number hidden_mobile.
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: OthersFunctional Area: Not SpecifiedRole/Responsibilies: Team Lead . Job in Tech MahindraContact Details:
Company: Tech MahindraLocation(s): Pune
Keyskills: process voice management bpo center kra shrinkage international kpi handling team lead
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Tech Mahindra
Tech Mahindra is part of the US $15.4 billion Mahindra Group and is a leading global systems integrator and business transformation consulting organization, focused primarily on the telecommunications industry. Tech Mahindra helps companies innovate and transform by leveraging its unique insights, d...
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