Team Lead operation

2 weeks ago

Cape Town, Western Cape, South Africa Tech Mahindra Full time R900 000 - R1 200 000 per year

Role and Responsibilities:

  • 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
  • Any other responsibilities assigned by the direct supervisor/manager.
  • Ability to think strategically and work in terms of business opportunity and growth

Applicant's Specifications & Qualification:

  • Preferred: Candidate must have some college education.
  • Analytical, Results-oriented, and Process-oriented
  • Preferably excelling performance in Customer Service or equivalent.
  • Good knowledge of MS Excel & other MS Office Applications
  • Candidate should be ready to work in rotational shifts

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