Tech Mahindra Looking for  Tech Mahindra Hiring Manager BPO, Mumbai at Mumbai Full Time

Job DescriptionJob descriptionRoles and Responsibilities1. Responsible for managing the complete process2. Responsible for SLA delivery for each queue3. Ensure resolution within TAT % is above the target across all queues4. Should review TNI from Quality team and schedule refreshers through the trainers or QAs5. Should work with WFM team on planning new batches and ensure agreed 125 FTEs are delivered daily6. Should have complete knowledge on product and processes and guide teams to deliver quality resolution7. Email or Chat experience will be Preferred8. Ensure schedule adherence of complete team9. Should review pending tickets/service requests with TLs and AMs to ensure within TAT resolution10. Should ensure daily briefing are getting downloaded and performance metrics are shared with entire staff11. Should escalate with strong follow up for cases in case of delay from MRHIL team12. Should not hesitate to get to root cause by taking ownership and responsibility instead of delegating13. Should have customer centric approach and open to talk to members to resolve their issues14. Should ensure all dashboards/performance reports are shared without any delay and reviewed15. Ensure roster is published and shared to MHRIL week before next month16. Ensure time R&R and other staff motivation activities are conducted on time17. Share and present Weekly, Monthly performance to MHRIL with insights, trends and VOCsDesired Candidate Profile1. Must be a graduate2. Minimum 1 year experience as Manager and 7 years experience in contact center3. Need to have excellent people management experience4. In-depth knowledge of performance metrics5. Should have analytical ability6. Should have extensive knowledge of MS Excel, Power Point and Word7. Excellent communication and leadership skills8. Organizational and time-management skills9. Must have excellent written, voice and interpersonal & presentation skills10. Should have ability to multitask and successfully operate in fast paced environment11. Work from OfficeInterested share resume at RR*******[email protected]*********a.comJob ClassificationIndustry: BPO / Call CentreFunctional Area: Customer Success, Service & Operations, Role Category: Customer SuccessRole: Customer SuccessEmployement Type: FreshersEducationUnder Graduation: Any GraduatePost Graduation: M.A in Political Science, Arts & Humanities, Economics, Sociology, HistoryDoctorate: Doctorate Not Required, Any DoctorateContact Details:Company: Tech Mahindra LtdAddress: SHARDA CENTRE,,SHARDA CENTRE,OFF KARVE ROAD,ERANDW, PUNE, Maharashtra, IndiaLocation(s): Mumbai

Keyskills:  

BPO
Call Center Management
Client Management
customer centric
people management
SLA Management
Operations Management