Are you passionate about leading people and helping them grow through coaching and mentoring? Do you think you have strong leadership qualities and can motivate people? Do you have the customer service attitude who can help develop strong teams like you? Are you one who can develop strong network and relations with Clients, People and Customers? Then, look no further. This is a unique opportunity to be part of the Technology team if you are a detailed oriented with an inclination to Technology, independent worker with strong customer service and leadership skills.
Work youll do
Manage and monitor SLAs
Manage day to day performance of the team
Leave Management, Schedule Management to ensure smooth operations
Review daily/weekly/monthly stats for performance of respective team
Provide coaching and mentoring to Sr. Coaching analyst and Frontline analysts
Be a mentor and assist in training for other analysts
Identify training opportunities and work with training team to develop training materials and delivertraining as needed
Handle escalated customer contacts
Acts as a Performance Management Counselor in year appraised based on the need of the business line
work towards improving talent survey engagement scores and drive initiatives.
Maintain relationships with other support groups external to the Contact Center in addition to vendorsand carriers
Maintain good relationship with our client teams
Review timesheets of the team members
Provide input for hiring decisions
Should act as coach, mentor and career counsellor for team members and help them achieve their goals
Flexibility to work within different shifts mostly Rotational as GCC Technology works 24 x 7
The Team:
The Application support team is part of Deloittes global shared services Global Contact Center is known for delivering Distinctive Service, providing win-win solutions to our Global Member firms and its clients. We provide world-class support to all our users round the clock and have handled over 5.3 million contacts. By doing so, weve built a reputation across the firm and industry for being the Best in Class. Growth is inevitable, and heres a call for all those hardworking, exceptional performers to join us in this leadership journey.
Qualifications
Minimum of 7 to 8 years of Call Center experience in a contact center with a minimum of 2-3 years experience in handling 15-20 FTEs
Any Bachelors degree required with masters degree being an advantage.
Excellent command on English ( Read, Write, Speak)
Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in contact center tools.
Leadership and organizational abilities Desired.
Excellent people handling skills with expert knowledge of the contact center operations.
Proven ability to support internal or external business ClientsSelf-motivated, team player, action and results oriented
Excellent organization skills with the ability to multitask. Expert problem solver. Effectively use knowledge and training to resolve issues with good reporting skills.
A flair to serve the employees living servant leadership principles
Previous experience of working with Global teams is an advantage
Understanding the contact center industry, client relationship, understanding market trends and have astrategic mindset to grow the business and solve problems.
Experience with recruiting and performance evaluation processes
Ability to perform under pressure
Willingness to work in rotational shifts including night shifts and working on weekend.
How youll grow
At Deloitte, weve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunitiesincluding exposure to leaders, sponsors, coaches, and challenging assignmentsto help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our peoples growth and development.
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloittes culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloittes impact on the world.