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Team Leader -Customer Service Voice

ConfidentialNavi Mumbai

7 days ago

Job description

Experience

Minimum 2-year experience as a Team Leader in International voice process
Minimum of 5 year of work experience in an International 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.

Soft Skills :

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

Others

Adherence to company policies, rules and regulations

To follow quality processes thoroughly using checklist standards

Communicate company vision, mission, and goals. Ensure complete alignment of the functional / service line teams to overall company objectives

Champion Hexaware culture by role modeling behaviors

Create a work environment that nurtures and supports diversity and has an inclusive work culture

Ensure productive work relationships are established with all relevant internal functions

Ensure data confidentiality, integrity and protection of company's intellectual property

Responsible for complying with all QMS and ISMS Policies and procedures

Mandatory :

Experience in a BFSI account is mandatory

Should express excellent leadership qualities and spearhead the team

Excellent English verbal communication skills enabling client expectation management

Should be ready to work in flexible shifts, Rotating Day and Night with 6 days working,

Desirable :

Leadership / People Management skills

Strong problem-solving skills

Good communication skills (verbal & written English)

High level of initiative

Analytical and Investigation skills

Ability to organize and prioritize work

Coaching skills

Skills Required

Inbound Customer Service, KPI, Customer Service, Kra, shrinkage , CSAT, Attrition, Team Leading, AHT

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Team Leader • Navi Mumbai

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