Team Leader Contact Centre

3 days ago

Brisbane, Australia Tech Mahindra Full time

**Role : Team Leader Operations - Contact Centre**

**Work Experience**

1-4 Years’ Experience in managing a Team preferably in Customer Support(Voice)

**Technical Skills**
- Knowledge on Computers & Networking
- Proficiency in excel & other analytical tools
- Good to have skills
- Transition Experience
- Knowledge of SIX Sigma or other quality methodology

**Competency**
- Ability to motivate people
- Good spoken and written communication skills
- Responsible Attitude
- Good 'people skills' for building relationships with colleagues at all levels
- Ability to think beyond and come-up with process improvements and value creation
- Identify opportunities for value ads and Identify, initiate and execute them
- Be customer oriented
- Ability to Plan and Priorities work
- Decision-making ability
- Ownership and problem resolution
- Device personal development plan for the team members

**Other Essential Skills**
- Hands on experience in maintaining Operations documents like Key Performance Indicators (KPIs), Actual Performance Report (APR), Delivery Plan (DP)
- Ability to analyze performance reports and formulate actionable based on same
- Able to do Capacity Planning by looking at the historical volume trends and come up with new process improvements
- Prepare & maintain Monthly, Quarterly and Yearly reports/presentations for the process to the Organization
- Identify opportunities for value ads and Identify, initiate and execute them
- Good communication skills - Written & Verbal
- Good analytical skills and Presence of Mind

**Beyond above mentioned strengths, TL would be required to handle/have following activities to be handled on a daily/monthly basis**:
**Responsibilities**
- Escalation path for Client managers back to the Tech M
- Training to the associates on new processes and procedures
- In person attendance of project meetings as required
- Review, create, provide reports as required including Client specific ad hoc requests
- Interface and liaison for Client team to TechM
- Provide updates to Client team on staffing updates and training
- Participate in CABs and service deployment meetings as necessary and required
- **Metrics Management**
- Preparation of reports as mentioned below
- Process dashboards - Weekly
- APR sheet - Weekly
- Individual metric presentation for internal review - Weekly
- Transaction status Reports - Daily
- Agents stack analysis & assistance - Daily
- Continuous monitoring of helpdesk stack & mailbox

**Job Types**: Full-time, Fixed term, Permanent

**Salary**: $65,000.00 - $75,000.00 per year

**Benefits**:

- Health insurance
- Referral program

Schedule:

- 8 hour shift
- Flexible hours
- Rotating roster
- Shift work

Supplemental pay types:

- Overtime pay
- Penalty rates

Ability to commute/relocate:

- Brisbane, QLD: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (preferred)

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