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Team Lead

4 months ago

Manila, National Capital Region, Philippines Tech Mahindra Limited Full time

DUTIES AND RESPONSIBILITIES:


• 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


• Manage team attrition

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 Customer Service is required