Customer Service Team Lead ( German/Swedish/Finnish)

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™. We are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies.

Job Description:

• 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 Shrinkage, Productivity, and attrition targets
• 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 & delegate daily volumes within the team and coordinate activities to ensure daily delivery is in line with customer KPIs
• Detailed understanding of processes
• Conduct Team Huddles to discuss process updates, feedbacks, 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

Qualifications

• At least 4 years' of relevant work experience ( As a Team Leader from BPO/ Customer Service )
• excellent verbal, written, and interpersonal skills
• Ability to multi-task, organize, and prioritize work

Language Proficiency : Swedish / Dutch / German ( C1 / C2 level proficiency)

Employee Benefits- We've got you covered!

• 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.
• Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies.
• Attractive compensation and allowances- Basis role and experience.
• Annual Leave – 4 calendar weeks of paid leave.
• Work Culture and Environment: Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit.

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. Further information on how Tech Mahindra processes candidates’ data is available: https://www.techmahindra.com/en-in/privacy-policy/

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.

We are part of the Mahindra Group, founded in 1945, which is the most admired multinational federation of companies with 260,000+ employees in over 100 countries, known for its leadership in various industries including farm equipment, utility vehicles, IT, and financial services in India and is the worlds largest tractor company by volume. It also has a strong presence in renewable energy, agriculture, logistics, hospitality, and real estate. The group's focus is on leading ESG globally, enabling rural prosperity and enhancing urban living, and driving positive change in the lives of communities and stakeholders.

With the NXT. NOWTM framework, we aim to enhance human-centric experiences for our ecosystem and drive collaborative disruption with synergies arising from a robust portfolio of companies. We aim at delivering tomorrows experiences today and believe that the Future is Now.

“The foreign language is inherent to your job duty which requires direct communication (spoken and written) with customers in their respective home countries.”