Operations Team Leader with French

Delivering meaningful connected experiences through employee & customer focused solutions

We as an organization believe in connected world and connected experiences.

We believe in the fact that though the business has gone digital in nature but still it is the human i.e. our employees who are the core of every solution and be the growth engine for our business.

We are the Business Process arm of Tech Mahindra which is a 5.1 billion USD organization with 121,000+ professionals across 90 countries helping 1007 global customers. Tech Mahindra is one of the fastest growing brands and amongst the top 15 IT service providers globally.

Scope:

Customer Service Team Lead acts as the contact point for all team members hence excellent communication skills are required. You need to act proactively to ensure smooth team operations and effective collaboration. You will be responsible for supervising, managing, and motivating team members on a daily basis by optimizing group dynamics and team composition. Ultimately, you should lead by setting a good example and engaging the team to achieve the necessary KPIs.

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 the team and coordinate activities to ensure daily BAU delivery is in line with 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

- Provide Direct Customer Support, answer live chats or/and social media from customers to provide quick resolution of issues and questions, or may provide assistance to a team member.

- Create, Publish and Maintain operations related reports in a 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 KPI
Adhering to the company and customer procedures, policies, confidentiality guidance, and data protection legislation


Good to know: 

- Epic Super Hybrid and customized working schedule depending on the service window received from the client

- Great language level of French (English is mandatory)

- At least 1-2 years experience as Team Lead

- Computer literate with a minimum typing skill of 30 wpm with 90% accuracy

- Excellent people management skills should have experience in previous roles

- Good experience in MS Office – Word, Excel, and PowerPoint

- Strong experience in presentation skills

- 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

- Experience in Customer Support/Customer Relationship/Customer Service

- Hands-on experience in back-office activities – Live Chat and Social Media

- Take ownership to manage deliverables across multiple assignments

- Should be a self-motivated achiever

Benefits: 

- Outstanding Recruitment Process and Support offered all the way;                                                                                                 
- Motivating & competitive salary based on your skills & know-how;                                                                                                  
- If you have a financial problem that you want to resolve fast, we got your back by providing salary in advance;                                                                                                  
- We are constantly thinking about how to support you in saving more money, so we are offering discounts to all our partners which are over +600;                                                                                                                                                                                                    
- If you are looking for an international career, now you have the chance to join a TOP 50 IT company also mentioned in Forbes. What is more amazing is that we offer a stable and permanent job, and growth opportunities are always present! Our philosophy is to support, listen, help and train our colleagues to deliver the best results and to keep a positive climate, fresh energy, and the possibility to leave your mark in a global company;
                                                                                                  
- If you are like us, and you feel good when you help others in need, then you have the amazing opportunity to join our community where we are fighting to make the world a better place by offering Corporate Social Responsibility campaigns;                                                                                                  
- You will also have the opportunity to sharpen your language skillsets with our multicultural environment; 
                                                                                                 
- We also have an E-Learning Platform where you have the chance to develop further your skills and keep being amazing;                                                                                                  
- We are a company that cares about the employees' satisfaction and boosts them by offering an annual bonus payment;                                                                                                  
- Your health has the highest importance to us, and we are proud to say that we offer probably one of the best and Top Tier medical packages from Romania, with the area of coverage also outside the borders and with open doors to all Hospitals and Private Clinics worldwide (excluding SUA) up to EUR per annum maximum claim;                                                                                                  
(as examples: we have you covered with Health Care checks/ Dental care/ Vision care/ Prescription medicines/ Pre-existing Chronic Illnesses/ Maternity Expenses/ Personal Accident/ Loss of personal effects – as a result of Mugging/ Loss of international driving license/ Loss of baggage/ Delay of baggage/ Trip delay/ Trip interruption/ Emergency hotel accommodation/ Hijacking/ Ambulance transportation and so on)                                                                                                  
- We talked about the body and soul, and of course, we are talking about the mind as well, we don’t want you to burn out, so we are supporting you by offering a vacation bonus if you take at least 10 consecutive days, because we are really thinking of you and how much quality time is important to us all as relaxation and health;                                                                                                  
- Together we are making a difference, that’s why you will have constant support and counseling all the way up!  
                                                                                               
We do love our happy moments so in order to celebrate with you, we are offering you a bonus for the birth of your child.                                                                                                  
- We are here for you and got your back even in a tragic event or unforseen situation by offering a bonus payment;                                                                                                  
- Meal vouchers with the value of 20 RON per voucher for food or groceries;                                                                                                  
- We do support you in having a balanced life and to boost up your immunity (especially in this period of time) by offering a reimbursement for Sports subscription;                                                                                                                                                                                                    
- At Tech M. we are all bonded together and appreciate one and another, and we want to show our appreciation and joyfulness together with you on Children’s day by offering Gift Tickets; and of course, for Woman’s day as well, because they are making our lives more colorful;                                                                                                                                                                                                    
- By ranking together and growing into something beautiful, we offer the possibility of personal time off based seniority;                                                                                                  
- Hang on, we are almost close at the bottom, we want you to have fun at work, so we are offering our relaxing room to your disposal, we have it all, from PlayStation to Ping-Pong, Cards, Darts, Pool Game, Books and Puzzle;                                                                                                  
- If you think like us, that together we are stronger, and can imagine yourself playing pool, darts, competing at FIFA on the PS5, or playing other games with your friend/s, that is even better. We offer a recommendation bonus of 500 EUR;                                                                                                  
- The most important of all is that we have super hyped colleagues and a great working atmosphere with a lot of positive energy, and this is our game changer, because we truly value you the most; 
                                                                                                 
- When you drink your coffee or favorite beverage, you can enjoy the amazing view of the city from the rooftop from Vox Technology Park;                                                                                                                                                                                                    
- Regarding the schedule, we do offer an Epic Super Hybrid and customized working schedule depending on the service window received from the client;                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      
Age is just a number, please don’t be afraid to apply! We are here for you always! Give us a call and someone awesome from our Recruitment Dep. will contact you and discuss about the positions we have open at the moment, future opportunities, or about the local are at one phone call away from potentially changing your life by boosting your career!