Position: Team Leader (5 position)
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
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.
CANDIDATES WITH MINIMUM 1 YEAR EXPERIENCE AS TEAM LEADER IN BPO INDUSTRY CAN ONLY APPLY.
Candidate can walkin to between 10/1/2017 to 12/1/2017 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).rnrnTech 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.rnrnTech 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). rnrnWith 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.rnrnTech 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.rnrnrnTech 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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PG - Any Postgraduate,
Post Graduation Not Required,
Doctorate - Any Doctorate - Any Specialization,
Doctorate Not Required
|Role||Team Leader -(NonTechnical)|
|Industry||BPO , Call Centre , ITES|
|Experience||2 - 4 Years|
|Function||ITES, BPO, KPO, LPO, Customer Service, Operations|
|Deadline||11th Apr 2017|
|PM Skills||Not Mentioned|