Tech Mahindra
Location
Chennai | India
Job description
Technical Skills Knowledge on Computers & Networking Proficiency in excel & other analytical tools. Good to have skills. Transition Experience Knowledge of SIX Sigma or other quality methodology
Competency Ability to motivate people. Good spoken and written communication skills Responsible Attitude Good 'people skills' for building relationships with colleagues at all levels Ability to think beyond and come-up with process improvements and value creation. Identify opportunities for value ads and identify, initiate and execute them. Be customer oriented. Ability to Plan and Priorities work. Decision-making ability Ownership and problem resolution Device personal development plan for the team members Other Essential Skills Hands on experience in maintaining Operations documents like Key Performance Indicators (KPIs), Actual Performance Report (APR), Delivery Plan (DP) Ability to analyze performance reports and formulate actionable based on same Able to do Capacity Planning by looking at the historical volume trends and come up with new process improvements. Prepare & maintain Monthly, Quarterly and Yearly reports/presentations for the process to the Organization. Motivate team by implementing and following up on employee involvement schemes like suggestion schemes, internal events, compliance to 1-1 sessions, counseling & mentoring and cascading corporate communication to team. Device personal development plan for the team members Identify opportunities for value ads and identify, initiate and execute them. Interact with HR to ensure necessary staffing anticipating attrition and ensuring continuity. Good communication skills – Written & Verbal Good analytical skills and Presence of Mind Should be ready to work at ground level. Responsibilities Complete knowledge of the process procedures & regular updating of the helpdesk database is mandatory. Providing floor support Handling escalations received from the client and other stakeholders. Conducting weekly Call calibrations with level 2 support teams & follow up on improvement areas. Sharing the weekly metrics with the team Provide coaching and feedback on associate’s performance. Performing a Training Needs Identification (TNI) for the team and facilitate training accordingly. Capturing of escalations & reviewing with the agents Conducting refresh sessions on process procedures & new services added Updating attendance – Daily Tracking & managing leaves for associates Coordinate with support functions (QA, MIS, RMG, V&A etc.,) Need to work closely with other peer leads at the same level Staffing analysis & preparation of shift schedule Conducting One-To-One session with all associates, tracking issues & concerns raised – forwarding the details to respective department. Coordinate with voice coach & identify the training needs for associates. Nominating associates for various training programs Identifying the career aspirations & grooming associates for the next level Need to have team deliverables and related data in fingertips with current update.Job tags
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