Team Lead

Who are we?
Tech Mahindra is part of the Mahindra Group and was founded in India in 1945. Since then, the company has expanded and is now a multinational company with 260,000 employees in over 100 countries. The vision of Tech Mahindra to make other organizations better and more cost-effective through the use of modern digital solutions.
We look forward to welcoming new colleagues to be part of our growth and help shape the company's development.


Why work at Tech Mahindra?
You will be part of a multicultural environment, where you will have colleagues and friends from all over the world.
Dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit.
Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies.
You will be part of a growing company where you will have broad development opportunities.
Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support and much more.





Tasks and responsibilities:


To motivate, develop and mentor team members in a dynamically changing environment.
Drive process performance to achieve and exceed SLA deliverables according to associates balanced scorecards.
Meet targets within shrinkage, productivity, and attrition.
Manage / take accountability for dips in performance with adequate reinforcement plans proactively.
Performance Management: Week on week improvement of bottom quartile performers.
Effective and consistent communication with internal and external contacts.
Manage and delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs.
Detailed understanding of processes / SOPs run by team and ability to bring in improvements and efficiencies within operations.
Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness.
Conduct Team Huddles to discuss process updates, feedback, and key focus points for the day.
Answer and manage client queries/complaints across LOBs, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions.
Able to mentor team in process & quality parameters, conduct live / remote audits of client interactions.
Perform Root Cause Analysis to identify key defects and create action plans/goals to improve.
Provide Direct Customer Support, calls, answer live chats or/and social media from customers to provide quick resolution of issues and questions, or may provide assistance to a team member.
Create, Publish and Maintain operations related reports in a timely manner,
Discover training needs and support in training to provide the necessary coaching on ground.
Collaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance.
Any additional ad hoc tasks that may contribute to operational needs, better service to the client or improvement to the KPI.
Adhering to the company and customer procedures, policies, confidentiality guidance, and data protection legislation.
Record case resolutions in the contact center tool based on client communication via phone, email, chat etc.





Qualifications
University Degree.
Experience with customer support, customer relationship and customer service.
Experience and great skills within people management.
Experience with initiating and implementing process improvements.
Hands-on experience in back-office activities; live chat, social media etc.



Swedish, Norwegian, Finnish or Danish language skills - fluent (interpreted as CEFR level C1)
English language skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems.



Computer literate with a minimum typing skill of 50 wpm with 90% accuracy.
Skills and experience with MS Office – Word, Excel, and PowerPoint.
You have experience with presentations and have great presentation skills.
Excellent communication and customer service skills
Excellent analytical and problem-solving capabilities
Ability to drive initiatives in the team with creativity and a long-term vision.
Take ownership to manage deliverables across multiple assignments



Do you want to join our adventure in Riga?
We look forward to your application and to welcoming you as a colleague. Applications will be reviewed on a rolling basis.
Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability.
All applicants will be evaluated solely based on their ability, competence, and performance of the essential functions of their positions. We are also committed to make reasonable adjustments to support candidates, so they can perform at their best throughout the recruitment process.
Please send your application to nordicsjobs@TechMahindra.com, and write which role you are applying to in the subject field.