Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™. We are a USD 4.2 billion company with 117,000+ professionals across 90 countries, helping over 825 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. Tech Mahindra is amongst the Fab 50 companies in Asia (Forbes 2016 list).
We are part of the USD 17.8 billion Mahindra Group that employs more than 200,000 people in over 100 countries. The Group operates in the key industries that drive economic growth, enjoying a leadership position in tractors, utility vehicles, after-market, information technology and vacation ownership.
Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company.
Provide excellent customer service and determine the needs of the client.
Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
Participate in the development and presentation of proposals for business development.
Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.
Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
Do Root Cause Analysis to identify key AFIs and create action plans / goals to improve
Efficiently coach associates in meeting the metrics
Manage and drive performance from the Associates in meeting SLAs and KPIs
Manage team attrition
Collaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance
Has experience handling chat, email or back office.
Problem Solving Skills
Calm Under Pressure
Open to Flexible Schedules
Attention to Detail
Empathetic to Customers
Allowances and Incentives
Monthly Performance Incentive
Critical illness Benefits
Job Search Status
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