Team Lead Operations - Customer Service - Voice process
- Hexaware Technologies
- 5 - 10 years
- Mumbai
- 8 months ago
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Job Description
Dear Candidate,
Greetings from Hexaware - BPS!
We are hiring for Team Lead Operations into Customer Service for Voice process.
Below are the Job requirement details:
Experience
- Minimum 2-year experience as a Team Lead in voice process
- Minimum of 5 year of work experience in Voice Program from premium contact centers.
Technical Competencies: (Job related)
- Proficient in MS Office Excel, Word and PowerPoint and possess knowledge of Greenbelt, Lean, Scheduling etc.
- Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools
- Should be aware of Ecommerce industry and should have used it in daily professional life
- Usage Experience of E Wallets and have functional knowledge of the product.
Responsibilities:
- Ensures adherence to contractual SLAs and manages the overall workflow within the team
- Analyses existing work practices (system and procedural) identifies and implements changes in areas of improvement.
- Maintains Customer Centricity at all times in managing queues, resolving issues & queries.
- Handles all team issues, (e.g. People Management, Conflict Resolution and Administrative).
- Is responsible for ensuring Quality Controls and Checks are being carried out effectively
- Focuses on all around development of SMEs and team members (Mentoring & Grooming) along with performance management
- Facilitates liaison with clients to resolve issues and bridge Knowledge Gaps
- Conducts regular feedback sessions with Team Members.
- Is responsible for carrying out appraisals of Team Members
- Ensures Process Improvement activities are carried out on an ongoing basis and on time
- Management & communication of system issues/outages to stakeholders
- Change request management and follow up till closure
Should be flexible with rotational shifts, and rotational week off.
Interested, please share your updated resume to ma*****d@he*****e.com/WhatsApp - 9082299***
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: Hexaware TechnologiesLocation(s): Mumbai
Keyskills: Inbound Voice Process Team lead Customer Service Operations Escalation Management Shrinkage SLA Management CSAT Customer Support Operations Attrition
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Hexaware Technologies
Hexaware BPS is a unit of Hexaware Technologies Ltd. We are currently staffed at 2000+ people across Navi Mumbai (Mahape) Chennai, Nagpur and US. Ranked 15th in the NASSCOM Top 20 IT Software & Services Exporters from India, we also rank among the Top 20 Best IT employers in India by DQ-IDC fo...
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