Requirement for an experienced Team Leader for Tech Mahindra BPO in Malad west, Mindspace for a chat process.
Company – Tech Mahindra
Location – Malad Mindspace
Profile – Team leader – Chat
Shift – Night / Rotational
Week Off – Any 2 days.
Qualification – Graduates
Experience – 2 years as a team leader.
Salary – Negotiable
Identifying trends & gaps in advisor/ coach knowledge, skills and on call behavior by monitoring calls & handling queries to provide real time intervention on the call to improve customer experience
Reviewing customer feedback to gather insights on Not Resolved & provide feedback to relevant advisors/coaches within the team and across the CC to improve customer experience and to reduce evasions
Conducting regular coaching conversations and one to one’s with Advisors/Coaches on performance score card by sharing inputs from TL evaluation to enhance customer experience, surveyed customers, complaints and internal quality evaluations.
Handling customer escalations / sup calls to demonstrate customer centricity
Conducting effective briefing sessions on a daily basis to share insights on performance for previous day & ensure all the new updates reiterated to improve customer experience
Conducting effective debrief sessions on a daily basis to recap the days activities, important reminders for the next day, review daily targets committed to ensure the teams set targets on efficiencies on AHT, wastage, shrinkage, etc. are achieved
Conducting regular Coaching conversations with Advisors/ Coaches on continuously improving efficiencies (AHT and schedule adherence)
Timely interaction with the relevant skill sets to ensure timely closures on pending Contact Centre non-negotiable, exceeding SLA through his/ her Coaches by vigilant follow-ups with the assigned coaches & respective skill set SPOCs
Highlighting advisor behavior issues & seeking support from Managers, as appropriate, to ensure reduction in non-negotiable
Analyzing trends in advisor performance and variance to target and providing regular feedback & coaching to reduce the number of complaints and also improve the customer experience scores from a skill set perspective
Ensuring the Service Levels are managed effectively and efficiencies are in place to have minimal wastages by monitoring & driving real time adherence (RTA) & leading his team from the front
Liaise with the Change department to incorporate any policy change for the betterment of customer experience
Providing timely, honest and constructive feedback (performance and behavioral) on a regular basis
Conducting one on one conversation & supporting each advisor/coach through his challenges & concerns, through regular and effective coaching & mentoring when required
Guiding and supporting advisors development journeys based on their aspirations and performance
Planning & conducting activities to increase team engagement and driving fun at work, to enhance team bonding and employee satisfaction
Ensuring advisor/coaches needs & basics like their attendance, leaves, transport etc. are taken care of.
Key Skills / Qualifications
Graduate in any stream
Preferred at least two years of team handling experience (on papers)
Preferred experience in Telco skill-sets
About the company
Tech Mahindra Business Services Limited
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