Team Lead
2 weeks ago
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 SummaryWe 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.
- 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.
- 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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