Customer Service Domestic Voice Supervisor-BPS

Hexaware Technologies

0 - 3 years

3 - 6 Lacs

noida navi mumbai bengaluru

Posted:1 day ago| Platform:

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Skills Required

team management customer service client management domestic voice sla management operations management inbound calls customer care sales customer support voice process domestic voice process team leading telesales telecalling customer handling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Active Listening, Assertive communication, Client Management, Domain expertise, Microsoft Office, Problem Solving, SLA Management, Team Management, Time Management

Education

Experience

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.

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