Manager - MNCI

Manager - MNCI

Manager - MNCI

Tech Mahindra Business Services is Hiring For Manager - MNCI

Tech Mahindra Business Services Limited 

 5 - 9 yrs


Job Description



  • Quality Manager

    Shifts - UK Shifts 
    Selection criteria / eligibility:
    6-8 years of overall experience and at least 3-4 years in call center industry.
    3-4 years of experience in a Voice based customer service environment / people management environment
    College degree from a reputed university, preferably MBA.
    Six Sigma certification preferred.
    Good communication and analytical skills.
    Ability to act fast, and demonstrate presence of mind 
    Good number crunching skills- decipher trends from numbers
    Dependable, articulate and professional in appearance and speech
    To be a leader and be able to lead from the front. 
    Be able to develop people through coaching, counseling, Training, team building, motivation. Assess training opportunities and aid in arresting attrition.
    Understand and be able to document processes. Process orientation. Attention to detail
    Develop strong inter-personal relationships with the team to cohesively bond them together with the Company and integrate them with the vision and core values
    Work in tandem with the workflow through planning and implementation of customer directions and monitoring indices.
    Demonstrate a professional attitude among peers, staff and external customers at all times.
    Must be able to adapt to a dynamic and ever-changing environment with a positive attitude.
    Must demonstrate a willingness to learn and be open to direct and honest feedback aimed at improving individual performance

    Identifies, proposes and implements new processes to improve Quality of the skillset.
    Ensures customer feedback to the Company in the form of analysis and actionable reports (qualitative/quantitative) 
    Checks for trends and inputs issues in the People issues log and Business issues Log
    Initiates and is able to drive and implement projects based on people and Process issue logs independently to ensure continuous improvement.
    Ensures all employees have the proper tools, training, supervision and a healthy environment to be successful in their roles 
    Ensures performances issues are addressed in a timely and professional manner; all steps of disciplinary action are conducted effectively to minimize risk; ensures Head of Quality is kept informed of potential performance obstacles and proactively offers solutions 
    Ensures consistency with the administering attendance policies and procedures appropriately and accordingly; all records are complete and accurate
    Analyze daily, weekly, and monthly reports to current status, and recommend future initiatives and resource planning

    Positively contribute to EBIT, FAB customer experience and FAB experience for the players through driving of the People and Business Issue Log 
    Monitor metrics & Analysis of the team Performance. Monitor team goals and objectives on a daily/ weekly/ monthly and annual basis, using appropriate tools provided
    Provide support and guidance to the Quality Operations Manager
    Conduct a Weekly performance Review of the process with own and Operation teams
    Develop strong inter-personal relationships with the team to cohesively bond them together with the Company and integrate them with the brand and behaviors
    Provide hands-on assistance to your team in case of problems, both, through direct intervention and mentoring
    Manage outliers in the team based on the variance Calibration with the team and Ops teams
    Responsible to performance manage the Quality Operations Managers and suggest remedial and improvement techniques
    Ensure that the companys policies are being adhered to by team and self
    Ensure that the aligned department meets the company objective of providing FAB customer experience and contribute to positive EBIT
    Maintain all documentation as laid out by business and Quality requirements, from time to time
    Derive effective plans to improve performance and reduce leakages and non compliance issues on the People issues log to improve customer experience and improve contribute towards positive EBIT
    Initiate Projects as required by the skillset to improve performance for the business.
    Best practice sharing in the team
    Creating the Escalation Matrix for TL - MCI
    Consolidate inputs from the quality audits and send it across to the training manager.
    Ensures stakeholder engagement and conduct weekly/monthly reviews as required to drive performance improvements.
    Works cross functionally to bring initiatives/projects to closure.


    Monitoring & Continuous Improvement Managers will be reporting to the Senior Manager - Monitoring & Continuous Improvement

    Meetings / Con. Call:
    Meetings with AM M&CI on a weekly basis
    Meetings with TL-M&CI on bi weekly basis / skip level
    Conference Call daily
    Conduct project meets as required to make sure the right amount of communication is happening for each of the project
    Be a part of Operational review meetings and present People and Business Issues relevant to the area
    Lead Stakeholder meetings asking for the right level of support for fixing issues on the Business issue Log

    Weekly reviews to be conducted with operations and M&CI team
    Monthly Business Reviews with the operational stakeholders to present progress and roadblocks to performance of area.


Salary: Not Disclosed by Recruiter

Industry:BPO, Call Centre, ITeS

Functional Area:ITES BPO KPO LPO Customer Service Operations

Role Category:Quality

Role:Quality Assurance/Quality Control Manager

Employment Type:Full Time, Permanent

URL For Applying :