Voice Process Team Lead- Bangalore- USA Shift

Tech Mahindra; Bengaluru; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Tech Mahindra in Bengaluru seeks a Team Lead for Voice process with USA shift to oversee international BPO operations. You will mentor teams, ensure SLA adherence, monitor performance metrics, and coordinate with client teams to drive process improvements.

Candidates should have 3+ years in international voice processes, experience in client handling, and willingness to work rotating shifts in a 24x7 environment. Excel/Word proficiency is expected.

Qualifications

• Domain experience in customer service.
• International voice process experience preferred.
• Minimum 3 years in international processes with at least 1 year in voice.
• Exposure to client handling and governance.
• Willingness to work in 24x7 rotational shifts.

Responsibilities

• Motivate, develop and mentor team members in a dynamic environment.
• Ensure adherence to SLA deliverables and process standards.
• Govern daily shrinkage and attrition; monitor metrics.
• Collaborate with support functions and participate in client reviews.
• Audit client compliance requirements and address queries.
• Drive performance to achieve and exceed SLA targets.
• Create a conducive environment for teams to achieve goals.
• Represent the organization during client visits and calibration calls.
• Maintain delivery dashboards with analysis.
• Participate in client calibration calls to understand processes.

Skills

Customer service

Team leadership

Client handling

Shift management

Process improvement

Tools

Microsoft Excel

Microsoft Word

Job description

TL- Voice process- USA shift- International bpo

• 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.