Team Lead Operations - Customer Service - Voice process

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 Leader 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 matildad@hexaware.com/Whatsapp - 9082299130