Subject Matter Expert

Tech Mahindra; Dadri; Vor Ort; INR 600.000 - 850.000; Vollzeit

Zusammenfassung

Tech Mahindra is looking for an experienced Operations Lead to guide a team in a dynamic international voice process. You will mentor staff, ensure SLA compliance, and manage client interactions, dashboards, and performance metrics.

The role requires 3+ years in international processes with voice experience, a customer-centric approach, and flexibility for 24x7 shifts. You will collaborate across functions to drive process improvements and client satisfaction.

Qualifikationen

• Domain Experience: Customer Service.
• Channel Experience: Voice experience (International Process)
• Work Experience: Min 3 Years or more in an international process with minimum 1 years of experience in Voice preferred
• Exposure to Client Handling
• Shift: Rotational shifts
• Process Working Hours: 24x7
• Attitude: Customer and Solution Centric, patient & empathetic, eye for detail
• Change Management: Flexible, adaptable to the evolving needs of a high-growth, and fast paced organization environment.

Aufgaben

• To motivate, develop and mentor team members in a dynamically changing environment
• Ensure adherence to the process deliverable (SLA's)
• 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

Kenntnisse

Team leadership

Mentoring

SLA adherence

Customer service

Voice process

Cross-functional collaboration

Analytical skills

Ausbildung

Any Degree

Tools

Microsoft Excel

Microsoft Word

Jobbeschreibung

Role & responsibilities

Any Degree

Work Experience

• To motivate, develop and mentor team members in a dynamically changing environment
• Ensure adherence to the process deliverable (SLA's)
• 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

Eligibility

• Domain Experience: Customer Service.
• Channel Experience: Voice experience (International Process)
• Work Experience: Min 3 Years or more in an international process with minimum 1 years of experience in Voice 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, adaptable to the evolving needs of a high-growth, and fast paced organization environment.