Operations Team Lead

Hiring: Team Lead (Inbound Voice Process)

Location:

Openings:

Shift Timing:

Minimum 2 years of experience as a Team Leader in a domestic voice process

Key Skills:

Customer Service

SLA Management

Team Handling

Roles & Responsibilities:

• Ensure adherence to contractual Service Level Agreements (SLAs) by monitoring team performance and implementing corrective actions as necessary to meet targets.

• Analyze existing work practices, including systems and procedures, to identify areas for improvement and optimize team efficiency.

• Handle all team-related issues, including people management, conflict resolution, and administrative tasks, to maintain a productive work environment.

• Exhibit excellent leadership qualities to guide, motivate, and develop team members, fostering a culture of high performance and continuous improvement.

• Manage client expectations through exceptional English verbal communication skills, ensuring clear, concise, and professional interactions.

• Spearhead the team by setting clear goals, providing regular feedback, and facilitating training and development opportunities.

• Collaborate with cross-functional teams to address operational challenges and implement best practices.

If you are interested kindly share your updated resume on VishakhaK1@hexaware.com