Team Lead

2 weeks ago


Stockholm, Stockholm, Sweden Tech Mahindra Full time
About Tech Mahindra

Tech Mahindra is a multinational company with a rich history dating back to 1945. With over 260,000 employees across 100 countries, we strive to make a positive impact on our clients and the world at large.

Job Summary

We are seeking a highly skilled Team Lead to join our Customer Support team. As a Team Lead, you will be responsible for motivating and developing your team members, driving process performance, and meeting targets.

Key Responsibilities
  • Motivate and develop team members to achieve their full potential.
  • Drive process performance to meet and exceed SLA deliverables.
  • Meet targets within shrinkage, productivity, and attrition.
  • Manage accountability for dips in performance and implement reinforcement plans.
  • Improve the performance of bottom quartile performers.
  • Communicate effectively with internal and external contacts.
  • Manage daily volumes and coordinate activities to meet customer KPIs.
  • Improve processes and SOPs to increase efficiency.
  • Establish a mode of operations to maintain good routine and orderliness.
  • Conduct team huddles to discuss process updates and key focus points.
  • Manage client queries and complaints, and liaise with relevant departments.
  • Mentor team members in process and quality parameters.
  • Perform root cause analysis and create action plans to improve.
  • Provide direct customer support via calls, live chats, or social media.
  • Create and publish operations-related reports.
  • Discover training needs and provide coaching to team members.
  • Collaborate with support groups to improve agent profiling and performance.
Requirements
  • University degree.
  • Experience in customer support, customer relationship, and customer service.
  • Experience in people management and process improvement.
  • Hands-on experience in back-office activities, live chat, and social media.
  • Fluent in Swedish (CEFR level C1) and English (B1+ or better).
  • Computer literate with a minimum typing skill of 50 wpm with 90% accuracy.
  • Skills and experience with MS Office, Word, Excel, and PowerPoint.
  • Excellent communication and customer service skills.
  • Excellent analytical and problem-solving capabilities.
What We Offer
  • Premium medical insurance for you and your family.
  • 4 calendar weeks of paid annual leave.
  • Development opportunities through our educational platform, DEXT.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and experienced professional looking for a new challenge, please apply today.


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