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Tech Mahindra is hiring for Team Lead Ops - Kolkata

5.00 to 10.00 Years   Kolkata   16 Aug, 2022
Job LocationKolkata
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaCustomer Service (Domestic)

Job Description

    Greetings from Tech Mahindra!!TEAM LEADER - BPO @ Tech MahindraFor Voice ProcessOverall Exp - 5 Years MinTL Exp : 2 Years Min (in BPO)For Non Voice ProcessOverall Exp - 3 Years MinTL Exp : 2 Years Min from Non voice process (in BPO)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/HindiNote:Work Location - Kolkata (Eco Sape / DLF - 2) Rajarhat1) 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 OfficeProfessional Skills :Customer focus Oriented Analytical Skills 2- 5 Years in front end Has at least 2 year of exposure within BPO industryInterested candidates can call Khusbhoo @ hidden_mobile

Keyskills :

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