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Operations Team Lead

Operations Team Lead

Hexaware Technologies

3 - 8 years

3 - 8 Lacs

thane panvel navi mumbai

Posted:5 hours ago| Platform:

Apply

Skills Required

team handling inbound customer service international voice sla management call center operations shrinkage csat attrition email process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title: Operations Team Lead

Location: Ghansoli, Navi Mumbai

Experience: Minimum 2 years as a Team Leader in Hospitality, Ecommerce or Travel Domain

Industry: Customer Service (Voice/Blended)

Employment Type: Full Time

Shift Timings and week offs: International Shift, 5 days working with 1 rotational off and Sunday fixed off

Key Skills:

Client Handling

Team Management

Escalations Management

Excellent Oral and written communication

Roles and Responsibilities:

Inbound Customer Support Blended 85% Voice 15% Emails.
Rotational Shifts as per operational requirement flexible in working in US Hours of operations
Ensures adherence and meeting the contractual SLAs consistently
Manage the incoming workflow along with focus on team efficiencies (Productivity).
Manage customer escalations, identify the issue, prepare and share the RCA
Drive team performance to achieve the performance benchmark and strive for excellence
Identify areas of improvements within process / team and implement changes in required areas
Hands on experience in Excel, MIS, Capacity Planning.
Any customer service domain with strong customer centric experience.

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

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