Tech Mahindra Domestic BPO Hiring for Team Leader - Sharda Center


Position: Team Leader (5 position)

People Management

Administratively manage a team of Customer Service Executives along with their performance.

Achieve KPI and productivity targets for the team.

Enables and motivates team members to deliver exceptional customer experiences through ongoing support, development, empowerment and positive reinforcement.

Engage with team members treating them as individuals.

Coaches the team in order to ensure the quality of customer experience meets the appropriate standard

Measures and manages the team to meet performance targets

Communicates information in a timely, relevant and accurate manner to all team members

Ensures that all Human Resources policies and procedures are observed

Participates in the recruitment of Advisors

Communication and Feedback

Conducts regular scheduled team briefs

Ensures feedback is given to Advisors with regards to their performance

Ensures all relevant business communications are cascaded in a simple and timely Manner

Reporting and Administration Review and track team attendance and schedule adherence

Update, track and record performance of team members

Compile and send out reports

Customer Experience

Leads by example in driving the culture of customer centricity

Ensures continuous improvement to customer experiences by investigating and addressing root causes

Celebrating and sharing examples of exceptional customer experiences

Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards.

Uses initiative to find suitable solutions that benefit the customer and the business.

Ensures own product, system, process and policy knowledge is current.

MIS & Reports

Prepare and submit periodic Team performance reports.

Analyze various reports to enhance productivity and conversions

Prepare and maintain appropriate TL documentation @ regular interval as per ISO standards.

Real time monitoring of CMS for the team to answer maximum numbers of calls.

Preparing monthly TL review to gauge individual and teams performance.

Client interaction as and when required; incorporate feedback into the system.


Sharda Center,Karve Road,Nal stop, Ground floor Pune , INDIA

Book Appointments @ ( Office: +91 20 41001000| Ext 3621 ).


Disha Shah | Resource Management Group| Tech Mahindra Ltd.
Sharda Center,Karve Road,Nal stop, Ground floor Pune , INDIA
( Office: +91 20 41001000| Ext 3621


Tech Mahindra Ltd.

Tech Mahindra is part of the US $15.4 billion Mahindra Group and is a leading global systems integrator and business transformation consulting organization, focused primarily on the telecommunications industry. Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible partnering models. This has helped customers reduce operating costs, generate new revenue streams and gain competitive advantage. Tech Mahindra expanded its IT portfolio in 2009 by acquiring the leading global business and information technology services company, Mahindra Satyam (earlier known as Satyam Computer Services).Tech Mahindras capabilities spread across a broad spectrum, including Business Support Systems (BSS), Operations Support Systems (OSS), Network Design & Engineering, Next Generation Networks, Mobility Solutions, Security consulting and Testing.Tech Mahindras solutions portfolio includes Consulting, Application Development & Management, Network Services, Solution Integration, Product Engineering, Infrastructure Managed Services, Remote Infrastructure Management and BSG (comprises BPO, Services and Consulting). With an array of service offerings for TSPs, TEMs and ISVs, Tech Mahindra is a chosen transformation partner for several leading wireline, wireless and broadband operators in Europe, Asia-Pacific and North America.Tech Mahindra has successfully implemented more than 16 Greenfield Operations globally and has over 130 active customer engagements mostly in the Telecom sector. The company has been involved in about 8 transformation programs of incumbent telecom operators.Tech Mahindra has a global footprint through operations in more than 31 countries with 17 sales offices and 15 delivery centers. Assessed at SEI CMMi Level 5, Tech Mahindras track record for value delivery is supported by over 40,500 professionals who provide a unique blend of culture, domain expertise and in depth technology skill sets. Its development centers are ISO 9001:2008 & BS7799 certified.


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Type Contract
Eligibility UG Any GraduatenPG Any Postgraduate,
Post Graduation Not RequirednDoctorate Any Doctorate Any Specialization,
Any Specialization,
Doctorate Not Required
Role Team Leader -(NonTechnical)
Industry BPO , Call Centre , ITES
Salary 2,00,000 - 2,50,000 P.A. Benefits-life Insurance, Medic...
Experience 2 - 4 Years
Function ITES, BPO, KPO, LPO, Customer Service, Operations
Openings Not Mentioned
Deadline 11th Apr 2017
PM Skills Not Mentioned


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