Voice process AM- Bangalore-USA Shift- International process

Tech Mahindra; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Tech Mahindra in Bengaluru, India seeks a seasoned Operations Leader to mentor teams, drive SLA delivery and govern daily performance in an international voice process.

You will monitor metrics, manage attrition, handle client interactions, maintain dashboards, and collaborate with support functions to deliver reliable solutions 24x7. This role emphasizes customer-centricity, change adaptation, and proactive issue resolution in a fast-paced, high-growth environment.

Qualifications

• Minimum 3 years of experience in an international process with voice exposure.
• Exposure to client handling and customer interactions.
• Willingness to work in rotational shifts and 24x7 support hours.
• Strong communication skills with a customer-centric approach.
• Ability to mentor and develop team members in a dynamic environment.

Responsibilities

• Mentor team members and ensure adherence to SLA deliverables.
• Govern daily shrinkage and attrition for the team.
• Coordinate with support function teams to deliver outcomes.
• Audit client-defined compliance requirements and provide feedback.
• Maintain delivery dashboards with performance metrics and insights.
• Represent the organization during client visits and reviews.
• Drive process performance and transformation initiatives.

Skills

Team leadership

Mentoring

SLA adherence

Client handling

Communication

Problem solving

Change management

Shift flexibility

Tools

Microsoft Excel

Microsoft Word

Job description

Role & responsibilities

• 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

• 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.