Hiring Team Lead (Inbound Team Lead )

Job Description

Role & responsibilities Manage day to day operations and drive performance of the aligned team. Conduct regular feedback and coaching sessions with team members. Drive the key client metrics and SLAs within the team members and ensure these are met on a daily basis. Manage shrinkage and attrition at a team level. Attending operational or quality meetings as per client schedule. Ensure compliance and adherence to organizational processes and create awareness around all compliance guidelines from GRC and QMS across the floor. Mentor and assist new hires. Report deviations immediately to the leadership and respective departments and act accordingly. Ability to Handle Escalations with knowledge on Process Knowledge Generate MIS and provide analysis and insight to business Product Knowledge Shift Details: Working days - 5 Sat - Sun fixed off General Shift Preferred candidate profile Graduate On paper 1+ years' experience as a team leader and overall, 3+ years' experience should be there. The candidate should be from the customer service voice domain. Good communication skills Should be well versed in his or her KRAs as team leader If interested kindly share your updated resume on VrushaliD1@hexaware.com