Hiring Asst Manager Operations(Telecom) @ Tech Mahindra

Job Description

Brief Overview:

• No. of years of relevant experience: Minimum 3- 7 years of overall experience and 18 24 months of AM experience on paper in a domestic inbound customer service voice process (Mandatory)
• Must have handled a team size of minimum 20 25 CSR / advisors in his current role.
• Compulsory 6 days working with rotational weekly offs.

Job Profile Roles and Responsibilities:

• Set clear team goals and KPIs
• Manage day to day operations for Offline CX team
• Oversee day-to-day teams operation and performance and ensure it is achieved on a regular basis
• Do regular (Daily / Weekly / Monthly) performance evaluation with the team members
• Team Lead needs to monitor calls and provide regular coaching and mentoring to agents and track low performers in team.
• Excellent skills in excel is a MUST! , should be comfortable with reports, dashboards and share insights from data to improve the process.
• You have a great analytical mind and attention to detail, reporting and sharing insights should be one of you strong forte.
• Should be a PRO in process knowledge, SOP etc., and the team should look up to you as a SME (Subject Matter Expert)
• You will need to plan roster basis historical trend and forecasted call volume and ensure SLAs/ KPIs are met at all times.
• Continuously work on BQ (bottom quartile) advisors and ensure there is clear month and month improvement seen for the same
• Manage attrition and plan career mapping for agents. Ensure the attrition levels are within the desired levels

Contact - Mayuresh J ( Call/WhatsApp- 9168637***)

E mail - mj*******1@te*********a.com

Job Classification

Industry: BPO / Call Centre
Functional Area: Other,
Role Category: Other
Role: Other
Employement Type: Full time

Education

Under Graduation: Any Graduate
Post Graduation: Any Postgraduate
Doctorate: Doctorate Not Required, Any Doctorate

Contact Details:

Company: Tech Mahindra Ltd
Address: SHARDA CENTRE,,SHARDA CENTRE,OFF KARVE ROAD,ERANDW, PUNE, Maharashtra, India
Location(s): Pune

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Keyskills:   Team Handling Performance Evaluation Subject Matter Expertise Calling Assistant Manager Operation Voice Process SLAS Operations Management