Book Mark

More Info:

Employee Type:
Company
Company Type:
Mulitnational Corporation
Refe. Nr:
Phone:
IT/Communications -- Others

Teamleader

Chennai
0-4 Years

Tech Mahindra


ech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions that enable Enterprises, Associates and the Society to Rise™. We are a USD 3.4 billion company with 95,300+ professionals across 51 countries, providing services to 649 global customers including Fortune 500 companies. Our Consulting, Enterprise and Telecom solutions, platforms and reusable assets connect across a number of technologies to deliver tangible business value to all our stakeholders.

1) Should Manage a Team of 20 agents for Email / NFLC Requests
2) Identifying & fulfilling day to day operational requirements for the team
3) Identify automation opportunities to enhance Front Line Resolution
4) Identify opportunities for process correction / improvements
5) Expected to do various Operational analysis including various Back Office Performances centric matrices 

Skills Required

Should (CSG KPI) ensure Back CSG KPI and SLA are met -Agent productivity ,Quality of closure audits score-CSAT Resolution-Repeats-TATs-Appeal and Escalation reduction Should Handle Day to day escalation from customers -Support agents to achieve KPIs - Support ClientTeam to launch New product and Services Should Initiate & implement Process corrections with corp process team & Support Operational Improvement Projects initiated by Client (Back Office Performance Benchmarking ) Should have Team management skills and maintain good rapport with Various Stakeholders

More Info:

Company Name:
Tech Mahindra
Email:
recruitment@alpster.com

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