Operations Team Lead

2 weeks ago


Manila, National Capital Region, Philippines Tech Mahindra Full time

Supervisors/Team Leaders (Call Centre & Customer Service)


• Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company.


• Provide excellent customer service and determine the needs of the client.


• Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.


• Participate in the development and presentation of proposals for business development.


• Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.


• Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.


• Do Root Cause Analysis to identify key AFIs and create action plans / goals to improve


• Efficiently coach associates in meeting the metrics


• Manage and drive performance from the Associates in meeting SLAs and KPIs


• Collaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance

REQUIREMENTS:


• Preferred but not required: Bachelor's/College Degree in any field.


• At least 3 years of Team Lead or Supervisor work experience in the BPO/call center industry


• Analytic and has attention to details


• Good English communications skills


• Process-oriented and goal-driven


• Applicant must be willing to work onsite in Eastwood, Quezon City


• Amenable with shifting schedules


• Experience with Service Desk and Healthcare accounts is highly preferred

Your application will include the following questions:

What's your expected monthly basic salary?

How many years of people management experience do you have?

Have you worked in a call centre before?

Do you have customer service experience?

How would you rate your English language skills?

Which of the following languages are you fluent in?

Which of the following Microsoft Office products are you experienced with?

How much notice are you required to give your current employer?

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise.

Mahindra is a USD 4.9 billion company with 121,840+ professionals across 90 countries, helping over 935 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders.

Tech Mahindra Business Process Services (BPS) is the BPO arm of Tech Mahindra which focuses on Business Process as a Service (BPaaS) and BPO services across various industries including Telecom, Financial Services, Retail, Energy, Hospitality, Hi-Tech, Agriculture, and Food & Beverage. Our approach goes beyond cost reduction to process optimization and ownership through automation and productivity improvements.

Tech Mahindra BPS delivers value for customers through flawless execution of a seamless suite of services that operate across the entire lifecycle of end users and covers both revenue and cost sides of the customers' business operations. The BPS includes Operations, BPM, and Consulting.

Tech Mahindra offers innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise. Our technology and process expertise combined with investments in platforms and IP, have delivered significant transformation programs for Global Customers across customer services, IT and Network.

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise.

Mahindra is a USD 4.9 billion company with 121,840+ professionals across 90 countries, helping over 935 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders.

Tech Mahindra Business Process Services (BPS) is the BPO arm of Tech Mahindra which focuses on Business Process as a Service (BPaaS) and BPO services across various industries including Telecom, Financial Services, Retail, Energy, Hospitality, Hi-Tech, Agriculture, and Food & Beverage. Our approach goes beyond cost reduction to process optimization and ownership through automation and productivity improvements.

Tech Mahindra BPS delivers value for customers through flawless execution of a seamless suite of services that operate across the entire lifecycle of end users and covers both revenue and cost sides of the customers' business operations. The BPS includes Operations, BPM, and Consulting.

Tech Mahindra offers innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise. Our technology and process expertise combined with investments in platforms and IP, have delivered significant transformation programs for Global Customers across customer services, IT and Network.

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