188
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.
Job responsibilities:
- Motivate, develop and lead the team according to the dynamic environment of the company
- Develop processes to achieve the goals set in the company
- Develop productivity in accordance with the established goals
- Manage/take responsibility for performance drops by offering improvement plans
- Performance management: prepare weekly improvement reports
- Effective and consistent communication with internal and external contacts
- Manage and delegate daily team tasks to ensure the achievements of KPI scores
- Detailed understanding of teamwork processes and the ability to improve them for more effective team operation
- Create a structure of actions to maintain the system
- Host team meetings to discuss process updates, feedback, and key moments to look out for
- Respond to customer questions/complaints. Contact other structural units to solve problem situations
- Manage processes according to the specified quality parameters, perform on-site and remote customer auditing
- Perform process analysis to identify key issues and create an improvement plan
- Provide Direct customer support, calls, answers via live chat or/and social networks, providing a quick solution to the problem, provide support to a team member if necessary
- Create timely reports on the actions provided
- Identify the necessary training and provide support during the training
- Collaborate with selection, training, quality and other departments to improve work performance
- Complete any tasks that can improve KPI scores
- Comply with company and customer service procedures, confidentiality and data protection legislation
- Make recordings in the call center tool based on communication with customers by phone, e-mail or chat
Requirements
- Near native (interpreted as CEFR level C1) or native relevant Dutch language and manageable English skills 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
Requirements:
- Almost native (at CEFR C1 level) or native Dutch language and good English language skills written and oral to understand the documentation and accurately register in client systems.
- At least 1-2 years of experience as a customer service team manager.
- Computer literacy with at least 50 words per minute and 90% accuracy
- Experience in excellent team management skills
- Good computer skills in MS Office Word, Excel and PowePoint
- Very good presentation skills
- Excellent communication and customer service skills
- Excellent analytical and problem solving skills
- Ability to direct the team towards a vision of creative and long-term processes
- Experience in improving work processes and introducing news
- Experience in Customer Service
- Experience in chatting and communication in social networks
- Manage work results
- Must have a self-motivated personality oriented towards achieving results
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
Employee benefits:
- Premium medical insurance (health examinations, dentistry, vision tests, medication prescriptions, mental health support, etc.) for the employee and his family from the first working day
- The opportunity to develop your knowledge through the DEXT education platform, which offers more than 5000+ free courses
- annual paid leave for 4 calendar weeks in accordance with the Labour Law
- Binding rewards and bonus system
- Opportunity to work and grow in a dimanic and enjoyable work environment with regular corporate events, wellness activities and great team spirit
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/
Please note that the candidate who will be selected for the specific position will undergo a background check, as this position is related to the processing of confidential information belonging to Tech Mahindra clients and this position is related to the provision of financial services.
The candidate must not be tried for committing an intentional crime against the state, public authorities or in connection with terrorism. Also, there should be no unfulfilled payment obligations to Tech Mahindra customers to whom services will be provided.
Information on the processing of candidates' data is available at:
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
- Holandiešu
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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