Sme Manager
- Eagle Fleet Services
- 1 Positions
- Mumbai
- 16 days ago
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Job Description
- Monitor projects/transactions and provide qualitative/constructive feedback to the team members.
- Should be able to respond to client queries/escalations with the desired solution
- Should be able to motivate, develop and mentor team members in a dynamically changing environment
- Ensure Adherence to Standard Operating Procedures and SLAs
- Ability to handle extreme pressure scenarios
- Excellent hands-on skills to deep into process deeply the ability to identify the gaps and suggest improvement plans to client
- Drive process performance to achieve and exceed contractual SLA/KPI
- To create a conducive and stimulating environment for the teams to accomplish their goals
- Manage the expectations of his team members and proactively should be able to sense their needs.
- Ability to drive process, performance and transformation
- Able to guide the team by implementing best practices and always lead by-example
- Should have excellent problem-solving capabilities and lateral thinking skills
- Understanding of the process, evaluation.
- Ability to effectively communicate his/her thoughts in a well-organized manner.
- Monitor projects/transactions and provide qualitative/constructive feedback to the team members.
- Minimum 1 year of experience as an SME with overall 3 or more years of experience.
- Must have experience in chat or voice process.
- Should be open to work 24/7
- To own, drive and develop the team members for being effective in their role
- Need to work towards enhancing the customer experience and overall service delivery
- Meeting client expectations and process metrics.
Title: SME
Location: Malad, Mumbai
International BPO experience Mandatory .
Minimum 1 year of experience as a process SME with overall 3 years of experience managing Voice operations.
Role and Responsibilities:
Language and communication:
Applicant Specifications & Qualifications:
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Customer Service (International)Functional Area: Not SpecifiedRole/Responsibilies: Sme ManagerContact Details:
Company: Tech Mahindra Ltd.Location(s): Mumbai
Keyskills: shrinkage attrition csat conflict kpi management aht sla handling team
Eagle Fleet Services
Eagle Fleet Services Private Limited is on the move with a mission to deliver a world-class taxi service experience. Our flagship brand RedTaxi provides every traveler with a comfortable & convenient intra-city ride through its fleet of Sedans, Mini, Micro & SUV vehicles. RedTaxi also oper...
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