To motivate, develop and mentor team members in a dynamically changing environment
Drive process performance to achieve and exceed SLA deliverables
Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company
Provide excellent customer service and determine the needs of the client.
Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance
Manage Shrinkage, Productivity and control attrition
Manage dips in performance with adequate reinforcement plans proactively
People management and associated responsibilities like performance and development management
Ability to communicate well and Manage relationships with internal and external contacts
Manage & delegate daily volumes within team and coordinate activities to ensure daily BAU delivery is in line to customer KPIs
Understanding of processes 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
Perform Root Cause Analysis to identify key AFIs and create action plans / goals to improve
Create, Publish and Maintain operations related reports on 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 a better service to the client or improvement to the KPI
Adhering to Tech Mahindra and customer procedures, policies, confidentiality guidance and data protection legislation
Customer Service Team Lead acts as the contact point for all team members hence excellent communication skills is required.
You need to act proactively to ensure smooth team operations and effective collaboration. You will be responsible for supervising, managing and motivating team members on a daily basis by optimizing group dynamics and team composition.
Ultimately, you should lead by setting a good example and engage the team to achieve the necessary KPIs.
Skills / qualifications required
Fluent German or French and good English
At least 1-2 year experience as Team Lead
Excellent people management skills, should have experience in previous roles
Good experience in MS Office Word, Excel and Power Point
Strong experience on presentation skills
Computer literate / Tech Savvy with a minimum typing skill of 30 wpm with 90% accuracy
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 Retail industry (preferably in Fashion)
Hands on experience in back office activities Live Chat and Social Media
Take ownership to manage deliverables across multiple assignments
Flexible approach to working hours 24x7,including rest days, holidays, weekends and extended hours, if required.
Should be a self-motivated achiever
DK Global Recruitment is a multilingual recruitment agency, based in Dublin, Ireland. We specialize in finding European language-speaking jobs for job seekers in many European countries.
With years of experience in the multilingual BPO sector. Our fully-trained expert recruiters help and advise job seekers throughout the recruitment process, and always treat the candidate as a high priority.
Our clients are highly-reputed companies with constant growth in the international market and we are pleased to find good employees for them.
Thus, you should not hesitate to contact us regarding any kind of queries you have, related to jobs and career advice.
Why use a Recruitment Agency
You are given extra support in preparing for interviews
You have a contact person who gives you all the details of the job
You can ask for your application feedback anytime via email or phone
You don’t have to face the situation where company do not reply to you for days.
All our services to job seekers are free of charge. We also offer bonus scheme to candidates.
Note : Applying to this job advertisement would be considered as GDPR consent given to DK Global Recruitment. We may share your profile details directly with the hiring company for the initial screening of your profile suitability and duplicate check.