Tech Mahindra Hiring Manager BPO, Mumbai
- Tech Mahindra
- 8 - 13 years
- Mumbai
- 4 years ago
- Email to a friend
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Job Description
Job description
Roles and Responsibilities
1. Responsible for managing the complete process
2. Responsible for SLA delivery for each queue
3. Ensure resolution within TAT % is above the target across all queues
4. Should review TNI from Quality team and schedule refreshers through the trainers or QAs
5. Should work with WFM team on planning new batches and ensure agreed 125 FTEs are delivered daily
6. Should have complete knowledge on product and processes and guide teams to deliver quality resolution
7. Email or Chat experience will be Preferred
8. Ensure schedule adherence of complete team
9. Should review pending tickets/service requests with TLs and AMs to ensure within TAT resolution
10. Should ensure daily briefing are getting downloaded and performance metrics are shared with entire staff
11. Should escalate with strong follow up for cases in case of delay from MRHIL team
12. Should not hesitate to get to root cause by taking ownership and responsibility instead of delegating
13. Should have customer centric approach and open to talk to members to resolve their issues
14. Should ensure all dashboards/performance reports are shared without any delay and reviewed
15. Ensure roster is published and shared to MHRIL week before next month
16. Ensure time R&R and other staff motivation activities are conducted on time
17. Share and present Weekly, Monthly performance to MHRIL with insights, trends and VOCs
Desired Candidate Profile
1. Must be a graduate
2. Minimum 1 year experience as Manager and 7 years experience in contact center
3. Need to have excellent people management experience
4. In-depth knowledge of performance metrics
5. Should have analytical ability
6. Should have extensive knowledge of MS Excel, Power Point and Word
7. Excellent communication and leadership skills
8. Organizational and time-management skills
9. Must have excellent written, voice and interpersonal & presentation skills
10. Should have ability to multitask and successfully operate in fast paced environment
11. Work from Office
Interested share resume at RR*******2@te*********a.com
Job Classification
Industry: BPO / Call CentreFunctional Area: Customer Success, Service & Operations, Role Category: Customer SuccessRole: Customer SuccessEmployement Type: FreshersEducation
Under Graduation: Any GraduatePost Graduation: M.A in Political Science, Arts & Humanities, Economics, Sociology, HistoryDoctorate: Doctorate Not Required, Any DoctorateContact Details:
Company: Tech Mahindra LtdAddress: SHARDA CENTRE,,SHARDA CENTRE,OFF KARVE ROAD,ERANDW, PUNE, Maharashtra, IndiaLocation(s): Mumbai
Keyskills: BPO Call Center Management Client Management customer centric people management SLA Management Operations Management
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