Team lead operations

Employer: Tech Mahindra
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Timisoara
  • Updated at: 02.08.2021

    Tech Mahindra: Who are we? We are Tech Mahindra GmbH and we drive technological progress: whether AI, everyday automation or cybersecurity - TechM plays a leading role in the IT are looking for a Team Lead – Operations* in Timişoara Responsibilities:

    • To motivate, develop and mentor team members in a dynamically changing environment
    • Drive process performance to achieve and exceed SLA deliverables
    • Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company
    • Provide excellent customer service and determine the needs of the client.
    • Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance
    • Manage Shrinkage, Productivity and control attrition.
    • Manage dips in performance with adequate reinforcement plans proactively.
    • People management and associated responsibilities like performance and development management.
    • Ability to communicate well and Manage relationships with internal and external contacts.
    • Manage & delegate daily volumes within team and coordinate activities to ensure daily BAU delivery is in line to customer KPIs.
    • Understanding of processes run by team and ability to bring in improvements and efficiencies within operations.
    • Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
    • Conduct Team Huddles to discuss process updates, feedbacks and key focus points for the day
    • Answer and manage client queries/complaints across LOBs, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
    • Able to mentor team in process & quality parameters
    • Perform Root Cause Analysis to identify key AFIs and create action plans / goals to improve.
    • Create, Publish and Maintain operations related reports on timely manner.
    • Discover training needs and support in training to provide the necessary coaching on ground.
    • Collaborate with the different support groups – Recruitment, Training, Quality , HR, Workforce – to improve agent profiling and performance
    • Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPIs.
    • Adhering to TechM and customer procedures, policies, confidentiality guidance and data protection legislation.
    Skills/qualifications required
    • Native or near - native (in any of the languages): English (B2), German, French
    • Excellent written and spoken German/French & English.
    • Atleast 1-2 year experience as Team Lead
    • Excellent people management skills, should have experience in previous role
    • Good experience in MS Office – Word, Excel and Power Point
    • Strong experience on presentation skills
    • Computer literate/Tech Savvy with a minimum typing skill of 30 wpm with 90% accuracy
    • Excellent communication and customer service skills
    • Excellent analytical and problem solving capabilities
    • Ability to drive initiatives in the team with creativity and a long-term vision
    • Experience in initiating and implementing process improvements
    • Graduate (preferable)
    • Experience in Retail industry (preferably in Fashion)
    • Hands on experience in back office activities – Live Chat and Social Media
    • Take ownership to manage deliverables across multiple assignments
    • Flexible approach to working hours 24x7, including rest days, holidays, weekends and extended hours, if required.
    • Should be a self-motivated achiever
    *We are happy about every application - your gender, age, origin, religion or sexuality do not matter. Networked togetherness. That is Tech Mahindra.