Tech Mahindra is hiring for Team Lead Ops | Kolkata Kolkata

Greetings from Tech Mahindra!!!

TEAM LEADER - BPO @ Tech Mahindra

For Voice Process

Overall Exp - 5 Years Min

TL Exp : 2 Years Min (in BPO)

For Non Voice Process

Overall Exp - 3 Years Min

TL Exp : 2 Years Min from Non voice process (in BPO)

Job Description :

Position: Team leader - Domestic BPO at Tech Mahindra (BSG Division)

Selection criteria:

Round 1: Short listing of Resume based on eligibility criteria by Telephonic

Round 2: Ops Round

Eligibility:

Any Graduate (is a must)

Excellent verbal communicationin English.

1 to 4 years of experience in Domestic / International BPO.

Should have prior experience / knowledge in Domestic / International inbound & outbound voice process.

Should be currently designated as TL in the current / last organization.

Languages: English/Hindi

Note:

Work Location - Kolkata (Eco Sape / DLF - 2) Rajarhat

Job Description :

1) Should have Managed a Team of min 20 agents

2) Identifying & fulfilling day to day operational requirements for the team

3) Identify automation opportunities to enhance Front Line Resolution

4) Identify opportunities for process correction / improvements

5) Expected to do various Operational analysis

Roles and Responsibilities:-

Should (CSG KPI) ensure Back CSG KPI and SLA are met -Agent productivity ,Quality of closure audits score-CSAT Resolution-Repeats-TATs-Appeal and Escalation reduction

Should Handle Day to day escalation from customers -Support agents to achieve KPIs - Support Vodafone Team to launch New product and Services

Should Initiate & implement Process corrections with corp process team & Support Operational Improvement Projects initiated by Client

Should have Team management skills and maintain good rapport with Various Stakeholders @ client (Circle & Corp)

Technical Skills :

- System knowledge

- MS Office

Professional Skills :

Customer focus Oriented

Analytical Skills

2- 5 Years in front end

Has at least 2 year of exposure within BPO industry

Interested candidates can call Khusbhoo @ +330523021