Team Leader -Customer Service Voice

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