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  • Associate Manager - Pune - Tech Mahindra Limited

    Tech Mahindra Limited
    Tech Mahindra Limited Pune

    3 days ago

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    Description

    Job Title: Associate Manager - Ops

    Location: Pune, India.

    Key Responsibilities:

    • Motivate and develop team members in a dynamically changing environment.
    • Monitor daily productivity to meet defined Service Level Standards.
    • Conduct regular compliance audits based on client requirements.
    • Coach and support Team Leads in operational and people management.
    • Oversee HR-related issues and staff development.
    • Analyze and generate performance reports for processes and teams.
    • Develop continuous learning processes for team enhancement.
    • Assist the Operations Head with supervisory functions.
    • Ensure adherence to process deliverables (SLAs).
    • Audit transactions and provide feedback to team leads.

    Functional Competencies:

    • 8+ years of experience in the BPO industry.
    • At least 2 years as an Associate Manager.
    • Experience in International Voice/Chat processes, preferably in the Telecom domain.
    • Knowledge in ISP operations.
    • Proficiency in spoken and written English.
    • Ability to work in a 24x7 environment.
    • Customer service expertise, including technical, billing, and sales.
    • Strong persuasive speaking and problem-solving skills.
    • Energetic, self-motivated, and focused on customer satisfaction.
    • Ownership and accountability for deliverables.
    • Ability to handle multiple responsibilities efficiently.
    • Positive attitude and quality-focused approach.

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