Team Lead

About the Role

Tech Mahindra is seeking a dynamic Team Lead to manage chat and voice operations. This role requires a minimum of 1 year of experience as a Team Lead, with a total of 4 to 5 years of relevant experience. The ideal candidate will possess strong communication skills and the ability to motivate and develop team members in a fast-paced environment. This is an onsite position located in Commerzone IT Park, Yerawada, Pune.

Responsibilities

• Oversee and guide a team in chat and voice operations, ensuring adherence to project requirements and SLAs.
• Track and monitor Key Performance Indicators (KPIs) to drive process performance and achieve targets.
• Assist in the scheduling and coordination of team activities to optimize workflow.
• Address operational queries from clients and internal stakeholders effectively.
• Foster a positive and productive team environment to facilitate goal accomplishment.
• Manage team member expectations and proactively identify and address their needs.
• Represent the organization during client visits and reviews, maintaining strong client relationships.
• Take accountability for overall team and process performance.
• Provide valuable insights for process improvements and best practices.
• Ensure operational processes are understood and followed with logical thinking, reporting, and analysis.
• Demonstrate persuasive speaking skills to understand customer needs and add value through upselling.
• Maintain a highly energetic and self-motivated attitude, remaining positive even when facing customer objections.
• Exhibit flexibility, ownership, and the ability to perform under pressure and within challenging environments with tight deadlines.
• Proficiently use MS Office Suite (Excel, Word, PowerPoint).

Requirements

• Minimum 1 year of experience specifically as a Team Lead.
• A total of 4 to 5 years of overall work experience.
• Proven experience in managing voice and chat handling processes.
• Excellent English communication skills, both verbal and written, with the ability to articulate thoughts clearly and concisely.
• Strong understanding of operational processes, logical thinking, and reporting/analysis capabilities.
• Ability to follow instructions and client requirements accurately and within stipulated timelines (TAT).
• Demonstrated ability to work effectively in challenging environments with tight delivery timelines.
• Proficiency in Microsoft Office Suite, including Excel, Word, and PowerPoint.

Perks

• Two-way cab facility provided, subject to the employee's address falling within the designated transport zone.

Eligibility

• Graduation is not a mandatory requirement; any graduate can apply.
• Minimum 1 year of experience as a Team Lead with a total of 4 to 5 years of experience.
• Voice and chat team handling process experience is essential.

Additional Information

• This role is for a 24/7 Canadian Process.
• Employees will have 2 days off per week.
• Flexibility is required based on project needs.
• The interview process includes HR Round, Operations Round, Versant Round, and HR/Offer discussion.
• A photo on the resume is mandatory for application.