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Hexaware Technologies
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Customer Service Domestic Voice Lead - BPS

Customer Service Domestic Voice Lead - BPS

Hexaware Technologies

1 - 6 years

6 - 10 Lacs

mumbai pune chennai

Posted:1 week ago| Platform:

Apply

Skills Required

customer service voice process lean chat process greenbelt avaya cms team leading customer care

Work Mode

Work from Office

Job Type

Full Time

Job Description

Education Mandatory: Graduates from any stream or Global Equivalent degree.

Desirable: NA Experience

Minimum 1-year experience as a Team Leader in voice/chat process

Minimum of 3 year of work experience in a Voice/chat 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 Soft Skills:

Responsible for smooth and efficient day-to-operations within their team

Primary objectives of this role are to drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team.

Responsible to coach assigned CSAs on observed areas for improvement with respect to product, process, soft skills and communication.

Should conduct analysis and drive initiatives to improve efficiency within team and CC overall.

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Hexaware Technologies

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Navi Mumbai Maharashtra

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Customer Service Domestic Voice Lead - BPS