Team Lead

Tech Mahindra; Mumbai; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Cab facility

Job summary

Tech Mahindra is seeking a Team Lead - Operations (Voice Process) for its Canadian telecom voice process in Mumbai. The role demands strong people management and customer service experience with a focus on achieving client KPIs and SLAs.

Will lead a team of Customer Service Associates, manage daily operations and scheduling, and drive process improvements while collaborating with internal teams and clients to meet business objectives.

Qualifications

• Experience leading teams in voice/contact center operations.
• Strong ability to drive performance against KPIs and SLAs.
• Excellent English communication and stakeholder management.

Responsibilities

• Lead, coach, and develop a team of Customer Service Associates.
• Monitor team performance and ensure KPIs and SLAs are met.
• Conduct regular performance reviews, feedback sessions, and team huddles.

Skills

People management

Leadership

KPIs & SLAs

Customer service

English communication

MS Office

Tools

MS Office

Job description

Job Description

Team Lead - Operations (Voice Process) | Canadian Telecom Process

Location: Mumbai
Role: Team Lead - Operations
Band: U3
Process: Canadian Telecom Voice Process
Working Hours: US Shifts
Weekly Offs: 2 Rotational Week Offs

Open to hire undergraduate with

About the Role:

We are looking for dynamic and experienced Team Leaders to manage and drive performance for a Canadian Telecom Voice Process. The ideal candidate should have strong people management skills, experience in handling customer service operations, and the ability to achieve operational excellence while meeting client expectations.

Key Responsibilities

• Lead, motivate, coach, and develop a team of Customer Service Associates.
• Monitor team performance and ensure achievement of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Conduct regular performance reviews, feedback sessions, and team huddles.
• Manage daily operations and workforce scheduling to ensure optimal coverage.
• Address and resolve operational issues, escalations, and stakeholder queries.
• Drive process improvement initiatives and implement best practices.
• Prepare and analyze reports related to team performance and productivity.
• Create a positive and engaging work environment that promotes high employee morale and retention.
• Collaborate with internal teams and clients to meet business objectives.
• Participate in client reviews, audits, and operational meetings.

Eligibility Criteria

• Experience
• Minimum 1 year of experience as a Team Leader in Voice/Contact Center Operations.
• Overall 4 to 5 years of experience in BPO/Customer Service Operations.
• Experience in Telecom, Customer Service, or International Voice Processes preferred.

Communication Skills

• Excellent verbal and written communication skills in English.
• Good email writing and stakeholder management skills.

Required Skills & Competencies

• Strong people management and leadership skills.
• Knowledge of contact center operations, reporting, and performance management.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and manage multiple priorities.
• Customer-centric approach with strong decision-making skills.
• Flexibility to work in a 24x7 environment.
• High level of ownership, accountability, and adaptability.
• Proficiency in MS Office (Excel, Word, PowerPoint).
• Ability to meet strict timelines while maintaining quality and compliance standards.

Transport Facility

• Cab facility available as per process policy.

Selection Process

1. RMG Screening
2. Versant Assessment
3. Voice & Accent Round
4. Operations Interview
5. HR Discussion & Offer Rollout

Preferred Candidate Profile

• Energetic and self-motivated leader with a passion for team development.
• Strong interpersonal and persuasive communication skills.
• Experience in handling customer-focused voice operations.
• Demonstrated ability to drive team performance and exceed business goals.