Skills required for Associate Manager Operation  at Tech Mahindra 

 

• 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 24×7 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 offs

 

 

Candidate Specifications for Associate Manager Operation  at Tech Mahindra 

 

Graduate is a must

8 – 10 Years Overall exp in BPO

3 Years exp IN AM Role in BPO 

 

 

Role and Responsibilities of Associate Manager Operation  at Tech Mahindra :

 

•             Key owner in ensuring the SLAs is 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