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Hexaware Technologies
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Customer Service Domestic Voice Lead-BPS

Customer Service Domestic Voice Lead-BPS

Hexaware Technologies

8 - 10 years

6 - 10 Lacs

mumbai pune chennai

Posted:2 weeks ago| Platform:

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Skills Required

customer service risk management bps quality control business process issue resolution people management business processes https financial technology digital transformation communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role:

The Assistant Manager/Deputy Manager is responsible for ensuring the efficient escalation of operational and other risks to management. This role requires strong people management skills and the ability to develop, deliver, and report on the efficacy of training plans for staff. The candidate will conduct daily huddles, contribute to team meetings, and ensure productivity and resolution expectancy are adhered to. The role demands a keen sense of judgment to know when to escalate issues and when to pass them to other investigative units.

Reports into: Manager

Job Responsibilities:

Ensure timely escalation of operational risks to management by assessing the severity and potential impact of issues encountered.

Develop and implement comprehensive training plans for staff, ensuring that all team members are equipped with the necessary skills and knowledge.

Conduct daily huddles to communicate priorities, address concerns, and foster a cohesive team environment.

Participate actively in monthly documented Quality Control Meetings (QCMs) to ensure adherence to operational standards.

Monitor team productivity closely and provide feedback or corrective actions as necessary to maintain high performance levels.

Facilitate and contribute to team meetings, promoting open communication and collaboration among team members.

Evaluate the effectiveness of training programs and report findings to management, making recommendations for improvements.

Ensure adherence to resolution expectations, providing direction and support to team members to achieve desired outcomes.

Identify patterns or trends in operational issues and recommend solutions to prevent recurrence.

Maintain a clear understanding of company policies and procedures to guide decision-making processes.

Job Responsibilities:

Experience with crisis management and the ability to remain calm under pressure, making sound decisions swiftly.

Familiarity with investigative processes and the ability to liaise effectively with other units for issue resolution.

Criteria:

Bachelors degree in a relevant field.

8 - 10 years of experience in a similar role, demonstrating strong people management skills.

Proven track record of developing and implementing successful training programs.

Excellent communication skills, both verbal and written.

Criteria:

Experience in the financial technology industry.

Certification in risk management or a related field.

Shifts timings:24/7 Rotational Shifts

Week Off:1 rotational week off

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Hexaware Technologies

IT Services and IT Consulting

Navi Mumbai Maharashtra

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Customer Service Domestic Voice Lead-BPS