Who are we?

Tech Mahindra is part of the Mahindra Group and was founded in India in 1945. Since then, the company has expanded and is now a multinational company with 260,000 employees in over 100 countries. The vision of Tech Mahindra to make other organizations better and more cost-effective through the use of modern digital solutions.

We look forward to welcoming new colleagues to be part of our growth and help shape the company's development.

Why work at Tech Mahindra?

• You will be part of a multicultural environment, where you will have colleagues and friends from all over the world. Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit.
• Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies. You will be part of a growing company where you will have broad development opportunities.
• Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents).

Tasks and responsibilities:

• Manage Peak volumes for Reachability & Backlog by working on Calls & Tickets.
• Understand and keep track of key team KPIs. Manage dips in performance with adequate reinforcement plans proactively.
• Monitors, coordinates, and supervises the daily activities of the staff in the operations team.
• Manage staffing, Attrition and Hiring within the team.
• Manage team availability, attendance, and team’s administrative tasks.
• People management and associated responsibilities like performance and development management
• Manage relationships of the key interfaces of the team and client
• Assisting team members in providing first-line support when workloads are high, or where additional experience is required.
• Able to plan long term improvements, looking at least 6 months to 1 year ahead
• Understanding of processes run by team and ability to bring in improvements and efficiencies within the team
• Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
• Delegate specific customer service responsibilities to team members to create specialization and improve Customer service
• Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
• Able to conceive and implement productivity improvements within operations
• Manage complaints & escalations
• Able to mentor team on both process and people functionality
• Maintain operations related reports in SharePoint
• Discover training needs and coordinate with QA and Training Team to provide the necessary coaching
• Any additional ad-hoc tasks that may contribute to a better service to the client or improvement to the KPI

Qualifications

• University Degree
• 2 + years’ experience as Quality manager
• People management experience

• Swedish language skills - fluent (interpreted as CEFR level C1)
• English language skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems. Excellent communication skills, should have managed services across geographies (managed international customers)

• Must have Positive Service delivery and Good Customer handling skills
• Ability to drive initiatives in the team with creativity and a long-term vision
• Should be a self-motivated achiever
• Excellent Problem-solving abilities, strong logical analytics

Do you want to join our adventure in Riga?

We look forward to your application and to welcoming you as a colleague. Applications will be reviewed on a rolling basis.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability.

All applicants will be evaluated solely based on their ability, competence, and performance of the essential functions of their positions. We are also committed to make reasonable adjustments to support candidates, so they can perform at their best throughout the recruitment process.

Please send your application to [email protected], and write which role you are applying to in the subject field.