Real Time Analyst - German Speaking

Why Join Tech Mahindra

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences. We #Rise together to create sustainable businesses that can bring about lasting change in our communities to create an equal world, to be future-ready, and to create value. We are a USD 6.5 billion company with 146,000+ professionals across 90 countries, helping 1250 global customers including Fortune 500 companies.

We are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.

We are certified as a Great Place to Work for by the Great Place to Work® Institute, included in the Bloomberg 2023 Gender-Equality Index for the fourth year in a row, and have been recognized as the only Indian IT company to make it to Dow Jones Sustainability Indices 2023, part of the DJSI World Index for the 9th consecutive year.

Job Description:

• Analysis – Strong Analytical skills
• Should be able to handle & achieve the departmental requirements
• Maintain data integrity
• Knowledge (What the person must know): Understanding of operational process, logical thinking, reporting and analysis
• Should be open to change, Multi-tasking skills
• Ability to manage real time queues and skill changes
• Communication between Team Locations to effectively manage the staff
• Ensure is able to effectively manage floor discipline
• Ability to think on toes and take accurate decisions which will help in meeting the service goals
• Meet Real Time Adherence
• SLA – Service Level/Abandon Rate Targets met on a consistent Basis
• Real Time Reporting – Timeliness & Accuracy
• Client Management – Internal and External
• Ability to work on data and generate various types dashboards, reports/ad-hoc reports required on real time basis
• Ability to handle high level data analysis and data

Applicant’s Specifications:

• Good knowledge of MS Excel & other MS Office Applications
• Should have good Knowledge of Avaya CMS
• Ability to think strategically and work in terms of business opportunity and growth
• Candidate should be ready to work in a 24*5 environment
• Ability to handle pressure and a natural go getter
• Knowledge of Scheduling should have understanding of basics in Scheduling

Experience:

• Analytical skills
• Minimum 1-year experience in Real Queue Management
• Should have minimum exposure in Call Center environment for 2 years

Qualification

• Graduate
• German B2+ or C1 with good English

Please note that the successful candidate will be subject to a background check as this role involves the processing of confidential information belonging to Tech Mahindra clients and this role is directly related to the provision of financial services. Candidates must not have been convicted of committing an intentional criminal offense against the State, property, or governance procedures, of committing an intentional criminal offense in the national economy or while in service in a governmental authority, or of committing a terrorism-related criminal offense unless criminal record thereon has been extinguished or set aside. Furthermore, candidates must not have any defaults on payment obligations towards Tech Mahindra clients to whom the services will be provided.