Role & responsibilities

Any Degree

Work Experience

- 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

Eligibility
- 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 rapid paced organization environment.

📌 Subject Matter Expert (Noida)
🏢 Tech Mahindra
📍 Noida