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Sme Manager

Fresher   Mumbai City   16 Jul, 2025
Tech Mahindra Ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    Title:SMELocation: Malad, MumbaiInternational BPO experience Mandatory .Minimum 1 year of experience as a process SME with overall 3 years of experience managing Voice operations.Role and Responsibilities:
    • Monitor projects/transactions and provide qualitative/constructive feedback to the team members.
    • Should be able to respond to client queries/escalations with the desired solution
    • Should be able to motivate, develop and mentor team members in a dynamically changing environment
    • Ensure Adherence to Standard Operating Procedures and SLAs
    • Ability to handle extreme pressure scenarios
    • Excellent hands-on skills to deep into process deeply the ability to identify the gaps and suggest improvement plans to client
    • Drive process performance to achieve and exceed contractual SLA/KPI
    • To create a conducive and stimulating environment for the teams to accomplish their goals
    • Manage the expectations of his team members and proactively should be able to sense their needs.
    • Ability to drive process, performance and transformation
    • Able to guide the team by implementing best practices and always lead by-example
    • Should have excellent problem-solving capabilities and lateral thinking skills
    • Understanding of the process, evaluation.
    Language and communication:
    • Ability to effectively communicate his/her thoughts in a well-organized manner.
    • Monitor projects/transactions and provide qualitative/constructive feedback to the team members.
    Applicant Specifications & Qualifications:
    • Minimum 1 year of experience as an SME with overall 3 or more years of experience.
    • Must have experience in chat or voice process.
    • Should be open to work 24/7
    • To own, drive and develop the team members for being effective in their role
    • Need to work towards enhancing the customer experience and overall service delivery
    • Meeting client expectations and process metrics.

Keyskills :
shrinkageattritioncsatconflictkpimanagementahtslahandlingteamconcurrency

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