Walkin Interview for TL Ops @ Tech Mahindra, Kolkata
Job Description
Key Deliverables:
To motivate, develop and mentor team members in a dynamically changing environment.
Monitor projects/transactions and provide qualitative/constructive feedback to the team members.
Answer operations related queries from the client.
Drive process performance to achieve and exceed SLA deliverables.
To create a conducive and stimulating environment for the teams to accomplish their goals.
Manage expectations of his team members and proactively should be able to sense their needs.
Represent the organization and participate in client visits and reviews.
Ability to drive process, performance & transformation.
Maintain delivery dashboards with analysis.
To be a part of the client calibration call to have better understanding of the process and for continuous improvement.
Need to work towards enhancing the customer experience and overall service delivery.
Meeting client expectation and process metrics.
Lead continuous improvement initiatives for the project.
Understanding of the Business situation and capability to address issues.
Monitor resource utilization & performance.
Quality and Ownership for particular circle/process.
Attrition & Absenteeism management & ownership.
Technical Skills:
Sound Computer Usage
Good in MS Excel
Should be able to analyze team performance data
Good knowledge of Avaya CMS and Other Call Center Technologies
Good Knowledge of Basic Quality tools and analysis aids
Good Knowledge of Call Center Operations including Resource Optimization and Work Force Management
Experience : Should have worked as TL Ops for min 6 months and have overall experience of 2 – 4 yrs in telecom BPO.
Walkin Interview Venue (anytime between 10am to 4pm): DLF IT Park, Ground Floor Tower III AF Block, Plot 8 Major Arterial Rd, Rajarhat, Kolkata - 700156
Experience 3 - 7 years
Industry Type ITES/ BPO/ KPO
Role Team Leader
Functional Area Customer Service/ Call Centre/ BPO
Education Any graduate
Location Kolkata
Keywords "Team Leader"
If you meet the above mentioned criteria, apply online
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