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Team Lead-Customer Service

3.00 to 7.00 Years   Noida   29 Aug, 2024
Tech Mahindra Ltd
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryBFSI
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    • Educational Qualification
    • Any Degree
    • Work Experience U3 TL
      • To motivate, develop and mentor team members in a dynamically changing environment
      • Ensure adherence to the process deliverable (SLAs)
      • Governance on daily shrinkage and attrition
      • Work closely with all support function teams.
      • Monitor projects/transactions and provide qualitative/constructive feedback to the team members/SMEs.
      • Perform regular audit checks on client defined compliance requirements
      • Answer operations related queries from the client.
      • Drive process performance to achieve and exceed SLA deliverable.
      • To create a conducive and stimulating environment for the teams to accomplish their goals.
      • Manage expectations of his/her 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
    • Language & Communication
      • Ability to effectively communicate his/her thoughts in a well-organized manner.
      • Should have good communication skills in English
    • Preferred Competencies
    • Minimum Qualifications:
      • Domain Experience: Customer Service in Retail or BFSI / Payments isMandatory
      • Channel Experience: Chat or Email & Back Office or Blended (International Process)
      • Work Experience: Min 3 Years or more in an international process with minimum 2 years of experience in Chat preferred
      • Exposure to Client Handling
      • Shift: Rotational shifts
      • Process Working Hours: 24x7
      • Attitude: Customer and Solution Centric, patient & empathetic, eye for detail
      • Tool/Application Experience: Reasonable understanding of working Microsoft Excel and Microsoft Word
      • Change Management: Flexible and adaptable to the evolving needs of a high-growth and fast paced organization environment.

Keyskills :
team leadingchat processcustomer serviceprocessinternationalfintechchatbfsishrinkageteam handling

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