Customer Service Domestic Voice Lead-BPS

About Organization: Hexaware is a global technology and business process services company. Our 31,000+ Hexawarians wake up every day with a singular purpose; to create smiles through great people and technology. With 54 offices in 28 countries, we empower enterprises worldwide to realize digital transformation at scale and speed by partnering with them to build, transform, run, and optimize their technology and business processes. Role: Facilitate day-to-day Operations, handling 2nd level escalated calls, checking call distribution, and addressing operational roadblocks to support the team. Keep track of NPS, AHT, quality scores, and provide coaching to champions. Assist champions with product knowledge and customer complaints. Communicate changes and issues affecting customers or the team to ensure staff awareness. Reports into: RM Designation Assistant Manager / Deputy Manager Job Responsibilities: Managing Team Performance by monitoring champions, providing feedback, maintaining attendance, addressing disciplinary issues, and supporting other staff in the absence of the immediate supervisor. Conduct analysis and drive initiatives to enhance team efficiency and overall performance. Desired Job Responsibilities: Demonstrate Leadership and People Management skills, exhibit strong problem-solving abilities, possess good communication skills in verbal and written English, and show a high level of initiative. Criteria: Must have: - Graduates from any stream or Global Equivalent degree - Minimum 2-year experience as a Team Leader in Telecom Vertical - Minimum of 5 years of work experience in Telecom program from premium contact centers Desired Criteria: - Proficiency in speaking, comprehending, and reading minimum 2 languages. - Excellent communication skills in English / Hindi (Additional Language: Tamil, Telugu, Kannada, and Malayalam) - Proficient in MS Office - Excel, Word, and PowerPoint, knowledge of GreenBelt, Lean, Scheduling, etc. - Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO, and BI Tools Shifts Timings: Should be prepared to work in flexible shifts, rotating between day and night shifts. Week Off: 6 days working, with 1 rotational off day. Transport: One-way pick-up or drop for female employees working shifts between 9 pm to 6 am, and for male employees working shifts between 12 am to 6 am.,