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Thursday, 17 March 2016

Team leader - Tech Mahindra (BSG Division)


Designation : Team leader - Domestic Telecom Process

Client : Tech Mahindra (BSG Division), Chennai
Work Location : Near Ambattur Telephone Exchange, Ambattur, Chennai

Qualification : Any Graduate or ( Preferably Management, Commerce and Administration Diploma in Management)

Eligibility :

Excellent verbal communication 
2 to 3 years of experience in Domestic BPO, preferably in telecom back office domain
Should have prior experience / knowledge in telecom service request / close looping / e-mail correspondence
Should be currently designated as TL in the current organization

Job Description : 

1) Should Manage a Team of 20 agents for Email / NFLC Requests
2) Identifying & fulfilling day to day operational requirements for the team
3) Identify automation opportunities to enhance Front Line Resolution
4) Identify opportunities for process correction / improvements
5) Expected to do various Operational analysis including various Back Office Performances centric matrices

Roles and Responsibilities:- 

Should (CSG KPI) ensure Back CSG KPI and SLA are met -Agent productivity ,Quality of closure audits score-CSAT Resolution-Repeats-TATs-Appeal and Escalation reduction
Should Handle Day to day escalation from customers -Support agents to achieve KPIs - Support Vodafone Team to launch New product and Services
Should Initiate & implement Process corrections with corp process team & Support Operational Improvement Projects initiated by Client (Back Office Performance Benchmarking )
Should have Team management skills and maintain good rapport with Various Stakeholders @ client (Circle & Corp)

Technical Skills : 

- System knowledge
- MS Office

Professional Skills :

Customer focus Oriented
Analytical Skills
Back Office analytical tools
Previous role related experience
2-3 Years in Inbound or Outbound experience
Has at least 1 year of exposure within Telecom industry

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