Team lead - (International Voice Process - Telecom)

Tech Mahindra; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Tech Mahindra Hyderabad seeks a delivery team lead to guide and mentor a multi-national voice/chat operations team. You will drive delivery performance, customer satisfaction, and ongoing process improvements.

Key responsibilities include managing SLA commitments, maintaining delivery dashboards with RCA, and representing the project during client meetings and calibration calls. Strong English communication and 24/7 capability are essential.

Qualifications

• Experience leading delivery teams in international Voice/Chat processes is preferred.
• Excellent English communication skills (written and spoken).
• Ability to operate in a 24/7 environment.

Responsibilities

• Lead, mentor and develop a delivery team in a fast-paced, international setting.
• Ensure exceptional delivery performance, customer satisfaction and continuous process improvement.
• Drive SLA achievement and maintain delivery dashboards with root cause analyses.
• Represent the project in client interactions, visits and calibration calls.
• Foster sales-focused excellence and customer service across all interactions.

Skills

Team leadership

Mentoring

Communication

Customer service

Process improvement

SLA management

Job description

Role & responsibilities

Role Summary

The role involves leading, mentoring, and developing a team in a dynamic environment while ensuring exceptional delivery performance, customer satisfaction, and continuous process improvement. The candidate should possess strong communication skills, customer service orientation, and the ability to drive results in a 247 international process environment (preferably Telco).

Team Leadership & Development

• Motivate, develop, and mentor team members in a changing environment.
• Manage team expectations and proactively understand their needs.
• Develop aligned team members by creating learning and growth opportunities.
• Monitor resource utilization and performance.

Performance Management

• Monitor projects/transactions and provide qualitative/constructive feedback to SMEs and team members.
• Drive performance to meet and exceed SLA deliverables.
• Maintain delivery dashboards with detailed RCA for issues.
• Lead continuous improvement initiatives for the project.
• Drive process performance and transformation.

Client Interaction

• Respond to operations/quality performance-related queries from the client.
• Represent the project during client interactions, visits and meetings.
• Participate in client calibration calls to understand the process and support continuous improvement.
• Understand business situations and address client concerns effectively.

Customer Service & Sales Excellence

• Display strong customer focus by identifying needs, asking accurate questions, summarizing next steps, and ensuring customer satisfaction.
• Demonstrate persuasive speaking skills to match customer needs with available services and add value.
• Show a flair for customer service, technical support, billing and sales.
• Maintain a positive attitude despite challenges and customer objections.

Key Behavioral Competencies

• Multitasking: Efficiently handle multiple responsibilities without losing focus or affecting client satisfaction.
• Ownership: Take responsibility for actions, be dependable, hardworking, and committed.
• Positive Attitude: Maintain an optimistic outlook and focus on solutions.
• ProblemSolving: Use logic, gather information, consider alternatives and draw conclusions.
• Processing Speed: Quickly interpret information and respond appropriately.
• Quality Focus: Identify discrepancies, mistakes and potential issues proactively.
• Sales Focus: Influence customer decisions by matching needs with products/services.
• Integrity: Demonstrate honesty, fairness and strong values; take a stand against unethical behavior.

Skills & Requirements

• Experience in international Voice/Chat processes (Telecom preferred).
• Excellent spoken and written English communication skills.
• Ability to work in a 247 environment.
• Highly energetic and selfmotivated.