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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:

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Skills Required

customer service chat process operations voice process bps ecommerce cms customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

Education Mandatory

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 Operations:

Facilitate day to day Operations

Handling 2nd level escalated calls.

Checking on call distribution and/or other operational roadblocks and helping ease them for his/her team

Keep a close track and drive NPS and critical call parameters like AHT and quality scores & continuously review/coach CSAs on the same

Maintain accurate and updated knowledge of all Amazons procedures and systems

Provide assistance to CSAs on product and assist CSAs with customer complaints, wherever necessary.

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Hexaware Technologies

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Navi Mumbai Maharashtra

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Customer Service Domestic Voice Lead - BPS