Customer Service Team Lead || Team Lead

We are hiring for Team Lead at Hexaware Technologies.

Location - Nagpur

Education - Graduate/Undergraduate

Shifts - 5 days of working with rotational week off

Role & responsibilities

• Supervise and mentor a team of customer service representatives handling visa related queries, by providing guidance, coaching, and feedback to ensure consistent high-quality service delivery.
• Monitor and analyze team performance metrics, identifying areas for improvement and implementing strategies to enhance productivity and customer satisfaction.
• Collaborate with cross-functional teams to streamline processes, resolve escalated issues, and implement best practices for customer service excellence.
• Ensure adherence to established policies, procedures, and service level agreements (SLAs) within the team.
• Conduct regular team meetings, training sessions, and performance reviews to foster continuous learning and development.
• Identify and address training needs, ensuring that team members are equipped with the necessary knowledge and skills to handle customer inquiries effectively.
• Participate in the recruitment and onboarding process for new team members, ensuring a smooth transition and alignment with organizational culture.
• Maintain accurate and up-to-date documentation, including call logs, customer feedback, and performance reports.

• Contribute to the development and implementation of customer service strategies and initiatives.
• Collaborate with cross-functional teams to identify and resolve systemic issues impacting customer experience.

• HSC with a minimum of 5 years of overall experience, including 1 year as a Team Lead from any inbound call center (OR)
• Graduate with minimum of 3.5 years of overall experience including 1 year as a Team Lead from any inbound call center.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical and decision-making abilities.

• Knowledge of customer service best practices and industry trends.
• Proficiency in customer service software and tools

If interested, please share updated cv on Vrsuhalid1@hexaware /Whatsapp 8999838823.

Thanks!