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Tech Mahindra
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Team Lead- Operations

Team Lead- Operations

Tech Mahindra

4 - 8 years

0 Lacs

Pune

Posted:1 week ago| Platform:

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Skills Required

Team Leading Shrinkage Aht Attrition Team Handling KPI TAT Net Promoter Score Shrinkage Control CSAT SLA Management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Work Experience

Minimum 1 year of experience as Team Lead with overall 4 to 5 years of experience managing Chat / Voice operations.

Language & Communication

Ability to effectively communicate his/her thoughts in a well-organized manner.
Should have good communication skills in English

Preferred Competencies

The Client is a key player in the telecommunications and media landscape, known for its comprehensive range of services, commitment to innovation, and dedication to corporate social responsibility in North America. We are looking for dynamic team leaders that fit the below competencies and are expected:

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
Accountable of team and process performance
Good communication and Email writing skills
Provide inputs on process changes and best practices
Process management

Eligibility

Minimum 1 year of experience as Team Lead with overall 4 to 5 years of experience.
Chat process experience required.

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