368
Reģistrācijas numurs: LV40203552317
- Apraksts
- Pamatinformācija
- Uzņēmums
Responsibilities
- To motivate, develop and mentor team members in a dynamically changing environment
- Drive process performance to achieve and exceed SLA deliverables according to associates balanced scorecards
- Meet Shrinkage, Productivity, and attrition targets
- Manage / take accountability for dips in performance with adequate reinforcement plans proactively
- Performance Management: Week on week improvement of bottom quartile performers
- Effective and consistent communication with internal and external contacts
- Manage & delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs
- Detailed understanding of processes / SOPs run by team and ability to bring in improvements and efficiencies within operations
- Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
- Conduct Team Huddles to discuss process updates, feedbacks, and key focus points for the day
- Answer and manage client queries/complaints across LOBs, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
- Able to mentor team in process & quality parameters, conduct live / remote audits of client interactions
- Perform Root Cause Analysis to identify key defects and create action plans/goals to improve
- Provide Direct Customer Support, calls, answer live chats or/and social media from customers to provide quick resolution of issues and questions, or may provide assistance to a team member.
- Create, Publish and Maintain operations related reports in a timely manner
- Discover training needs and support in training to provide the necessary coaching on ground
- Collaborate with the different support groups Recruitment, Training, Quality, HR, Workforce to improve agent profiling and performance
- Any additional ad hoc tasks that may contribute to operational needs, better service to the client or improvement to the KPI
- Adhering to the company and customer procedures, policies, confidentiality guidance, and data protection legislation
- Record case resolutions in the contact center tool based on client communication via phone, email, chat etc.
Darba pienākumi:
- Motivēt, attīstīt un vadīt komandu atbilstoši uzņēmuma dinamiskajai videi
- Attīstīt procesus, lai sasniegtu uzņēmumā noteiktos mērķus
- Attīstīt produktivitāti saskaņā ar noteiktajiem mēŗķiem
- Pārvaldīt/uzņemties atbildību par snieguma kritumiem, piedāvājot uzlabojuma plānus
- Snieguma vadība: sagatavot iknedēļas uzlabojuma atkaites
- Efektīva un konsekventa komunikācija ar iekšējiem un ārējiem kontaktiem
- Pārvaldīt un deleģēt ikdienas komandas uzdevumus, lai nodrošinātu KPI rādītāju sasniegumus
- Detalizēta izpratne par komandas darba procesiem un spēja tos uzlabot efektivākai komandas darbībai
- Izveidot darbību struktūru, lai uzturētu sistēmu
- Rīkot komandas sapulces, lai apspriestu procesu atjauninājumus, atsauksmes un galvenos momentus, kam pievērst uzmanību
- Atbildēt uz klientu jautājumiem/sūdzībām. Sazināties ar citām strurktūrvienībām, lai atrisinātu problēmsituācijas
- Pārvadīt procesus atbilstoši noteiktajiem kvalitātes parametriem, veikt klātienes un attālināto klientu auditēšanu
- Veikt procesu analīzi, lai konstatētu galvenās problēmas un izveidotu uzlabošanas plānu
- Nodrošināt Tiešu klientu atbalstu, zvanus, atbildes tiešsaistes čatos vai/un sociālajos tīklos, nodrošinot ātru problēmas risinājumu, vajadzības gadījumā sniegt atbalstu komandas loceklim
- Savlaicīgi izveidot atskaites par sniegtajām darbībām
- Noteikt nepieciešamās apmācības un sniegt atbalstu apmācību laikā
- Sadarboties ar atlases, apmācību, kvalitātes un citām nodaļām, lai uzlabotu darba sniegumu
- Izpildīt jebkurus uzdevumus, kas var uzlabot KPI rādītājus
- Ievērot uzņēmuma un klientu apkalpošanas procedūras, konfidencialitāti un datu aizsardzības likumdošanu
- Veikt ierakstus zvanu centra rīkā, pamatojoties uz komunikāciju ar klientiem pa telefonu, e-pastā vai čatā
Requirements
- Near native (interpreted as CEFR level C1) or native relevant Norwegian language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
- At least 1-2 years experience as customer service Team Lead
- Computer literate with a minimum typing skill of 50 wpm with 90% accuracy
- Excellent people management skills should have experience in previous roles
- Good experience in MS Office Word, Excel, and PowerPoint
- Strong experience in presentation skills
- Excellent communication and customer service skills
- Excellent analytical and problem-solving capabilities
- Ability to drive initiatives in the team with creativity and a long-term vision
- Experience in initiating and implementing process improvements
- Experience in Customer Support/Customer Relationship/Customer Service
- Hands-on experience in back-office activities Live Chat and Social Media
- Take ownership to manage deliverables across multiple assignments
- Should be a self-motivated achiever
Prasības:
- Gandrīz dzimtā (pēc CEFR C1 līmenis) vai dzimtā norvēģu valoda un labas angļu valodas prasmes (B1+ vai labākas) rakstiski un mutiski, lai saprastu dokumentāciju un precīzi reģistrētos klientu sistēmās.
- Vismaz 1-2 gadu pieredze klientu apkalpošanas komandas vadītāja amatā.
- Datorrakstītprasme ar vismaz 50 vārdiem minūtē un 90% precizitāti
- Pieredze izcilā komandas vadītprasmē
- Labas datorprasmes MS Office Word, Excel un PowePoint
- Ļoti labas prezentācijas prasmes
- Teicamas komunikācijas un klientu apkalpošanas prasmes
- Teicamas analītiskās un problēmsituāciju risināšanas prasmes
- Spēja virzīt komandu uz radošu un ilgtermiņa procesu redzējumu
- Pieredze darba procesu uzlabošanā un jaunumu ieviešanā
- Pieredze Klientu apkalpošanā
- Pieredze čata uzturēšanā un komunikācija sociālajos tīklos
- Pārvaldīt darba rezultātus
- Jābūt pašmotivētai personībai orientētai uz rezultātu sasniegšanu
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
- 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
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
- 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
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/
€
2500
Atrašanās vieta
- Rīga, Latvija
Gustava Zemgala gatve 76, ēka "Valters", Jaunā Teika
Darba veids
- Pilna slodze
Prasmes
Valodas
- Angļu
- Norvēģu
Kontaktpersona
Karan P
+917777095640
Karan P
+917777095640
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.
Reģistrācijas numurs: LV40203552317
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