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Team Lead .

5.00 to 10.00 Years   Pune   31 Jan, 2025
Tech Mahindra Ltd
Job LocationPune
EducationNot Mentioned
SalaryRs 3.5 - 8 Lakh/Yr
IndustryBPO / Call Center
Functional AreaOthers
EmploymentTypeFull-time

Job Description

    Job Title: Team LeadLocation: PuneExperience: Minimum 5 yearsSkills:
    • Telecom Domain
    • International Non-Voice Process
    • Team Management
    • Shrinkage & Attrition Management
    • SLA Management
    • CSAT, AHT, KPI, KRA
    • Conflict Resolution
    • Concurrency & BQ Management
    Job Description:Role & Responsibilities:
    • Coach associates to meet Key Performance Indicators (KPIs) and metrics, including AHT, after-call work (customer follow-up), quality standards, NPS, schedule adherence, and more.
    • Oversee the quality of team deliverables and manage team dynamics to ensure consistent performance.
    • Ensure each associate receives a minimum of one coaching session every two weeks.
    • Provide coaching for associates based on NPS surveys and QA evaluations.
    • Actively participate in regular QA calibration sessions.
    • Manage and drive performance to meet Service Level Agreements (SLAs).
    • Proactively address and reduce team attrition and voluntary turnover.
    • Control team absenteeism and improve overall attendance.
    • Take timely and appropriate disciplinary actions related to performance, attendance, schedule adherence, behavior, and misconduct.
    • Ensure exceptional customer service and fully understand client needs.
    • Ensure alignment with overall team and organizational goals.
    • Set operational objectives, delegate tasks to team members, and hold regular meetings to improve productivity, product knowledge, and customer satisfaction.
    • Conduct Root Cause Analysis to develop action plans for performance improvement.
    • Collaborate with support teams (Recruitment, Training, Quality, HR, Workforce) to drive business results.
    • Participate in recruitment and interviewing processes for new hires.
    • Commit to a minimum of 4 hours per month on the phones, handling calls within the skillset of your associates.
    Qualifications & Experience:
    • Experience in an international Telecom non-voice process is essential.
    • Preferred (but not required): Bachelors/College degree in any field.
    • At least 1 year of relevant experience in a supervisory role in Customer Service or equivalent.
    • Strong analytical mindset.
    • Results- and process-oriented.
    • Proven leadership and team management experience.
    Response Email ID: CTC: Max TCTC 8 LPA (Confidential)Industry: International BPO ExperienceRequest you t directly reach or share your CV/resumeon the details given below :POC- Divya Vani () Contact: Numberhidden_mobile.

Keyskills :
processvoicemanagementbpocenterkrashrinkageinternationalkpihandlingnoncallteamlead

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