Team Lead

We are currently hiring for Team Lead Role

Shifts timings:

24/7

Week Off :

2 Rotational

Role & responsibilities

• Responsible for smooth and efficient day-to-operations within their team
• Primary objectives of this role are to drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team.
• Responsible to coach assigned CSAs on observed areas for improvement with respect to product, process, soft skills and communication.
• Should conduct analysis and drive initiatives to improve efficiency within team and CC overall
• Facilitate day to day Operations
• Handling 2nd level escalated calls.
• Checking on call distribution and/or other operational roadblocks and helping ease them for his/her team
• Keep a close track and drive NPS and critical call parameters like AHT and quality scores & continuously review/coach CSAs on the same
• Maintain accurate and updated knowledge of all Clients procedures and systems
• Provide assistance to CSAs on product and assist CSAs with customer complaints, wherever necessary Brief the teams daily on changes and issues that affect customers or the team and ensure that staff has access to this information
• Encourage and implement best practice across the team

Preferred candidate profile

• Should express excellent leadership qualities and spearhead the team
• Excellent English verbal communication skills enabling client expectation management
• Should be ready to work in flexible shifts, Rotating Day and Night with 6 days working,
• Leadership / People Management skills
• Strong problem-solving skills
• Good communication skills (verbal & written English)
• High level of initiative
• Analytical and Investigation skills
• Ability to organize and prioritize work
• Coaching skills

Transport :

Yes

If Interested kindly share me the CV on akankshas6@hexaware.com or else kindly WhatsApp me on 8668329184.