531
Registration number: LV40203552317
- Details
- Highlights
- Company
Darba pienākumu apraksts / Responsibilities
- Manage Peak volumes for Reachability & Backlog by working on Calls & Tickets.
- Understand and keep track of key team KPIs. Manage dips in performance with adequate reinforcement plans proactively.
- Monitors, coordinates, and supervises the daily activities of the staff in the operations team.
- Manage staffing, Attrition and Hiring within the team.
- Manage team availability, attendance, and team's administrative tasks.
- People management and associated responsibilities like performance and development management
- Manage relationships of the key interfaces of the team and client
- Assisting team members in providing first-line support when workloads are high, or where additional experience is required.
- Able to plan long term improvements, looking at least 6 months to 1 year ahead
- Understanding of processes run by team and ability to bring in improvements and efficiencies within the team
- Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
- Delegate specific customer service responsibilities to team members to create specialization and improve Customer service
- Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
- Able to conceive and implement productivity improvements within operations
- Manage complaints & escalations
- Able to mentor team on both process and people functionality
- Maintain operations related reports in SharePoint
- Discover training needs and coordinate with QA and Training Team to provide the necessary coaching
- Any additional ad-hoc tasks that may contribute to a better service to the client or improvement to the KPI
- Pārvaldīt zvanu pieejamības apjomus, strādājot ar zvaniem un pieprasījumiem.
- Saprast un sekot līdzi galvenajiem komandas KPI. Proaktīvi pārvaldīt darbības kritumus ar piemērotiem uzlabojuma plāniem.
- Uzraudzīt, koordinēt un pārraudzīt kvalitātes komandas ikdienas darbību.
- Pārvaldīt personāla rotāciju komandā.
- Pārvaldīt komandas pieejamību, apmeklējumu un komandas administratīvos uzdevumus.
- Cilvēkresursu vadība un ar to saistītā atbildība, piemēram, veiktspējas un attīstības pārvaldība.
- Pārvaldīt komandas un klientu galveno mijiedarbību.
- Palīdzēt komandas locekļiem sniegt pirmās līnijas atbalstu, lielas noslogotības gadījumā.
- Spēja plānot ilgtermiņa uzlabojumus, skatoties vismaz 6 mēnešus līdz 1 gadu uz priekšu.
- Procesu izpratne un spēja ieviest uzlabojumus.
- Izveidot darba kārtību, kuru ievēros komandas locekļi.
- Deleģēt specifiskus klientu apkalpošanas pienākumus komandas locekļiem, lai uzlabotu klientu apkalpošanu.
- Pārskatīt visas klientu sūdzības, novērst problēmas un sadarboties ar atbilstošajām nodaļām, lai risinātu sarežģītas problēmas, cenšoties sniegt efektīvākus risinājumus.
- Pārvaldīt sūdzības un eskalācijas.
- Spēja mentorēt komandu gan procesa, gan cilvēku funkcionalitātē.
- Uzturēt ar operācijām saistītos ziņojumus SharePoint sistēmā.
- Atklāt apmācību vajadzības un koordinēt ar kvalitātes kontroles un apmācību komandu, lai nodrošinātu nepieciešamo apmācību.
- Veikt papildu uzdevumus, kas varētu veicināt labāku pakalpojumu sniegšanu klientam vai KPI uzlabojumus.
Prasības / Requirements
- Must have Positive Service delivery and Good Customer handling skills
- Excellent people management skills should have prior experience.
- Excellent communication skills, should have managed services across geographies (managed international customers)
- Ability to drive initiatives in the team with creativity and a long-term vision
- COPC understanding, experience of dealing with process improvements
- Any quality related certification (optional)
- C1 level language skills (German) in combination with excellent English language
- Should be a self-motivated achiever
- Excellent Problem-solving abilities, strong logical analytics
- Jābūt teicamām pakalpojumu sniegšanas un labām klientu apkalpošanas prasmēm.
- Izcilas cilvēku vadības prasmes, ar iepriekšēju pieredze.
- Izcilas komunikācijas prasmes, pieredze starptautisko klientu apkalpošanā.
- Spēja vadīt komandu ar radošumu un ilgtermiņa redzējumu.
- COPC izpratne, pieredze procesu uzlabojumos.
- Jebkurš ar kvalitāti saistīts sertifikāts (pēc izvēles).
- C1 līmeņa valodu prasmes (vācu) kombinācijā ar izcilām angļu valodas prasmēm
- Jābūt pašmotivētam un orientētam uz sasniegumam.
- Izcilas problēmu risināšanas prasmes, spēcīgas loģiskas analīzes spējas.
Mēs piedāvājam / We offer
Employee Benefits- We've got you covered!
- Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support and much more
- OVP (Compulsory Health Examination): Full coverage
- Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies
- Attractive compensation and allowances- Basis role and experience
- Annual Leave 4 calendar weeks of paid leave according to LV labor law
- Work Culture and Environment: Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit
- Hybrid Work Model: Transition to a hybrid model after meeting performance standards and depending on business needs
- Work from Home on Late Shifts: Option to work from home whenever you work late shift hours, providing you with the flexibility to manage your schedule effectively
Darbinieka labumi:
- Premium klases medicīniskā apdrošināšana (veselības pārbaudes, zobārstniecība, redzes pārbaudes, medikamentu receptes, garīgās veselības atbalsts u.c.) darbiniekam un viņa ģimenei no pirmās darba dienas
- OVP (obligātās veselības pārbaude) pilnīgs segums
- Iespēja attīstīt savas zināšanas, izmantojot DEXT izglītības platformu, kura piedāvā vairāk nekā 5000+ bezmaksas kursus
- ikgadējais apmaksātais atvaļinājums 4 kalendārās nedēļas saskaņā ar Darba likumu
- Saistošu atalgojumu un bonusu sistēmu
- Iespēju strādāt un augt dimaniskā un patīkamā darba vidē ar regulāriem korporatīvajiem pasākumiem, labsajūtas aktivitātēm un lielisku komandas garu
- Hibrīda darba modeli: iespējams pēc pierādīta darba snieguma saskaņā ar biznesa vajadzībām
- Darbs no mājām vēlu maiņu gadījumā: iespēja strādāt no mājām vēlo maiņu gadījumā, nodrošinot elastīgu darba grafiku efektīvākai uzdevumu veikšanai
Please note that the successful candidate will be subject to a background check as this role involves the processing of confidential information belonging to Tech Mahindra clients and this role is directly related to the provision of financial services. Candidates must not have been convicted of committing an intentional criminal offense against the State, property, or governance procedures, of committing an intentional criminal offense in the national economy or while in service in a governmental authority, or of committing a terrorism-related criminal offense unless criminal record thereon has been extinguished or set aside. Furthermore, candidates must not have any defaults on payment obligations towards Tech Mahindra clients to whom the services will be provided. Further information on how Tech Mahindra processes candidates' data is available: https://www.techmahindra.com/en-in/privacy-policy/
Lūdzu ņemt vērā, ka kandidātam, kurš tiks atlasīts konkrētajam amatam, tiks veikta iepriekšējās darbības pārbaude, jo šis amats ir saistīts ar Tech Mahindra klientiem piederošās konfidenciālās informācijas apstrādi un šis amats ir saistīts ar finanšu pakalpojumu sniegšanu.
Kandidāts nedrīkst būt tiesāts par tīša nozieguma izdarīšanu pret valsti, valsts iestādēm vai saistībā ar terorismu. Tāpat nedrīkst būt neizpildītas maksājumu saistības pret Tech Mahindra klientiem, kuriem tiks sniegti pakalpojumi.
Informācija par kandidātu datu apstrādi pieejama:
https://www.techmahindra.com/en-in/privacy-policy/
€
4200
Location
- Rīga, Latvia
Gustava Zemgala gatve 76, Jaunā Teika, ēka 'Valters"
Time of work
- Full-time
Skills
Languages
- German
- English
Contact person
Barkha Verma
Barkha Verma
Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences. We #Rise together to create sustainable businesses that can bring about lasting change in our communities to create an equal world, to be future ready, and to create value. We are a USD 6.5 billion company with 146,000+ professionals across 90 countries, helping 1250 global customers including Fortune 500 companies.
We are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.
We are certified as a Great Place to Work for by the Great Place to Work® Institute, included in the Bloomberg 2023 Gender-Equality Index for the fourth year in a row, and have been recognized as the only Indian IT company to make it to Dow Jones Sustainability Indices 2023, part of the DJSI World Index for the 9th consecutive year.
We are part of the Mahindra Group, founded in 1945, which is the most admired multinational federation of companies with 260,000+ employees in over 100 countries, known for its leadership in various industries including farm equipment, utility vehicles, IT, and financial services in India and is the worlds largest tractor company by volume. It also has a strong presence in renewable energy, agriculture, logistics, hospitality, and real estate. The group's focus is on leading ESG globally, enabling rural prosperity and enhancing urban living, and driving positive change in the lives of communities and stakeholders.
With the NXT.NOWTM framework, we aim to enhance human-centric experiences for our ecosystem and drive collaborative disruption with synergies arising from a robust portfolio of companies. We aim at delivering tomorrows experiences today and believe that the Future is Now.
Registration number: LV40203552317
Similar job ads:
Loģistikas speciālists/-e
Pārdošanas speciālists
Systems Network Engineer