Team Lead - German

Tech Mahindra Latvia

Подробности
Основная информация
Компания

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 German 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 vācu 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/

Брутто-зарплата в месяцБрутто/мес. € 2500

Место работы

Латвия

Тип работы

Полный рабочий день

Навыки:

Problem solving Customer Support Leadership

Языки

Немецкий
Английский

Контактное лицо
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.

Вебсайт компании: http://www.techmahindra.com

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