Urgent Hirings For Team leader role- Pune
- Tech Mahindra
- 3 - 8 years
- Pune
- 3 months ago
- Email to a friend
- Report this job
Job Description
Preferred candidate profile
- Experience in Provide technical support to Partners via fault tickets for voice and broadband services.
- Know how rage fault reports and ensure the ticket is assigned to the correct internal or third-party resolver group for resolution.
- Experience on Technical service deck and hands on ticketing tools
- Booking engineer appointments on behalf of the Partner for end user visits.
- Provide regular updates to Partners on faults until fault resolution.
- Manage third party resolver groups to ensure they are resolving faults within SLA.
- Escalate with third-party resolver groups if SLA breaches.
- Cross domain co-ordination- Liaising and escalating with external suppliers and other TalkTalk departments to ensure minimum disruption and downtime to customers.
- Ensuring customer satisfaction at all time.
- Quick decision making and reduce the learning curve on bespoke scenarios.
- Expected to be skilled with understanding of tests and diagnostics involved in the process to maintain the shorter SLAs involved in assurance.
- Domain knowledge will be important since the customer comms are sensitive and time impacting.
- Proactive collaboration with third party resolver groups including escalation management required to ensure speedy resolution and follow-ups to manage SLAs.
- To motivate, develop and mentor team members in a dynamically changing environment.
- Track and monitor KPIs as per Project requirement.
- Assist in scheduling and coordinating team activities.
- Answer operations related queries from the client and internal stakeholders
- Drive process performance to achieve and exceed SLA deliverable.
- To create a conducive and stimulating environment for the teams to accomplish their goals
- Manage expectations of his team members and proactively should be able to sense their needs.
- Represent the organization and participate in client visits and reviews.
- Process management-Accountable of team and process performance
- Provide inputs on process changes and best practices.
- Client management
- Insights of P&L/Revenue of the project / EBIDTA
- Project Contribution / Process improvement
- Ability to effectively communicate his/her thoughts in a well-organized manner.
- Excellent communication and Email writing skills
Work Experience
Minimum 1 year of experience as Team Lead with overall 4 to 5 years of experience in service assurance, managing service desk and well versed with ticketing tool.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Customer Onboarding - Voice / BlendedEmployement Type: Full timeContact Details:
Company: Tech MahindraLocation(s): Pune
Keyskills: Team Handling Team lead International Voice Process International BPO Client Management Escalation Management Team Coaching voice Shrinkage CSAT Aht Attrition
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Tech Mahindra
Tech Mahindra Limited is an Indian multinational provider of information technology (IT), networking technology solutions and Business Process Outsourcing (BPO) to the telecommunications industry. Tech Mahindra is a US$4.2 billion company with over 117,000 employees across 90 countries. It provide...
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