Team Lead

Tech Mahindra; Dadri; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Tech Mahindra in Dadri is seeking an experienced operations lead to mentor teams and ensure adherence to SLA-driven processes. You will govern attrition, coordinate with support functions, and monitor performance against client-defined KPIs.

The role requires 3+ years in international voice processes, strong client handling skills, and readiness for 24x7 shifts. Proficiency in MS Excel and Word is expected.

Qualifications

• Must have domain experience in Customer Service.
• International voice process experience preferred.
• Min 3 years in an international process with at least 1 year in voice.
• Exposure to client handling.
• Open to rotational shifts and 24x7 operating hours.
• Customer-centric, empathetic, patient attitude.
• Proficient in MS Excel and MS Word.

Responsibilities

• Motivate, develop and mentor team members in a dynamic environment.
• Ensure adherence to process deliverables and SLAs.
• Governance on daily shrinkage and attrition.
• Collaborate with support function teams and monitor projects/transactions.
• Provide qualitative feedback to team members and SMEs.
• Perform regular audits for client-defined compliance requirements.
• Respond to client operations queries.
• Drive process performance to meet and exceed SLAs.
• Create a conducive environment for teams to achieve goals.
• Manage expectations and sense team needs proactively.

Skills

Customer service

Voice experience

Client handling

Attitude: customer-centric

Detail orientation

Tools

Microsoft Excel

Microsoft Word

Job description

Role & responsibilities

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.