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Job Description
Job Description:
Greetings of the Day!!!
*Tech Mahindra LTD_ Kolkata _ Hiring for Asst Manager Operations in E Commerce Domain*
Job Responsibilities-
Have Handled any Domestic Inbound Contact Centre Operations
Good Knowledge of Inbound and Back Office Contact Centre KPI's
Understanding of CSAT and customer experience
The candidate should also have excellent problem solving capabilities and lateral thinking skills
Should be flexible to work in 24x7 shifts.
Learn the process and be the product and domain expert
Good Knowledge on Quality Tools, Excel & PowerPoint Presentation
Knowledge of operational process, logical thinking, reporting and analysis
Ability to handle pressure
Ability to follow instructions and client requirements within TAT and with accuracy
Open to change, Multi-tasking skills, Good Team handling
Shows flexibility/ownership & can work under pressure situation
Ability to work with in challenging environment with tight delivery timelines
Willingness to work in rotational shifts and rotational week offsCandidate SpecificationsGraduate is a must
8 10 Years Overall exp in BPO
5 Years exp IN AM Role in BPO Role and Responsibilities: Key owner in ensuring the SLAs are met
Supervise, Coach and monitor a group of TLs in day to day operations & people management
Ensure adherence to the process deliverable (SLA's)
Escalate issues in a timely manner across functions
Ensure working practices are well operational with minimal disruption to improve efficiency
Work closely with all support function teams
Good knowledge of Tech M & Client Compliance
Closely monitoring daily productivity against the defined Service Level standards
Perform regular audit checks on client defined compliance requirements
Coach & monitor Team leads in day to day operations &people handling
Analyze and generate reports for team performance on processes
Develop a continuous learning process for the team.
Interested candidates matching the above requirement can share CV to
(e-mail removed)
Job Classification
Industry: BPO / Call Centre
Functional Area: Customer Success, Service & Operations,
Role Category: Operations
Role: Operations
Employement Type: Full time
Education
Under Graduation: Any Graduate
Post Graduation: MBA/PGDM in HR/Industrial Relations
Doctorate: Any Doctorate
Contact Details:
Company: Tech Mahindra
Address: SHARDA CENTRE,,SHARDA CENTRE,OFF KARVE ROAD,ERANDW, PUNE, Maharashtra, India
Location(s): Kolkata
Tech Mahindra
