Hiring For TL International voice & non
- Tech Mahindra
- 3 - 8 years
- Noida, Gurugram
- 4 years ago
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Job Description
- 2+ years of International Telecom/Retail experience as a Team Leader is must.
- Must be comfortable in Night Shift
- Over all 3+ years of experience international process
- Strong demonstration of leadership capabilities.
- Experienced in CSAT, NPS & Attritions
- Excellent Communication Skills
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.
If interested, share cv's on ED*******6@te*********a.com or call on 7024663***
PERKS AND BENIFITS : Cabs facility available
5 days working
Rotational Shifts
Job Classification
Industry: BPO / Call CentreFunctional Area: Customer Success, Service & Operations, Role Category: OperationsRole: OperationsEmployement Type: Full timeEducation
Under Graduation: Any GraduateContact Details:
Company: Tech MahindraLocation(s): Noida, Gurugram
Keyskills: international process chat process BPO Blended Process team management communication skills
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