Team Lead Operations - Customer Service - Voice process

Job Description

Dear Candidate, Greetings from Hexaware - BPS! We are hiring for Team Lead Operations into Customer Service for Voice process. Below are the Job requirement details: Experience Minimum 2-year experience as a Team Leader in voice process Minimum of 5 year of work experience in Voice Program from premium contact centers. Technical Competencies: (Job related) Proficient in MS Office Excel, Word and PowerPoint and possess knowledge of Greenbelt, Lean, Scheduling etc. Sound Knowledge of monitoring and reporting tools such as Avaya CMS, Aspect, Verint WFO and BI Tools Should be aware of Ecommerce industry and should have used it in daily professional life Usage Experience of E Wallets and have functional knowledge of the product. Responsibilities: Ensures adherence to contractual SLAs and manages the overall workflow within the team Analyses existing work practices (system and procedural) identifies and implements changes in areas of improvement. Maintains Customer Centricity at all times in managing queues, resolving issues & queries. Handles all team issues, (e.g. People Management, Conflict Resolution and Administrative). Is responsible for ensuring Quality Controls and Checks are being carried out effectively Focuses on all around development of SMEs and team members (Mentoring & Grooming) along with performance management Facilitates liaison with clients to resolve issues and bridge Knowledge Gaps Conducts regular feedback sessions with Team Members. Is responsible for carrying out appraisals of Team Members Ensures Process Improvement activities are carried out on an ongoing basis and on time Management & communication of system issues/outages to stakeholders Change request management and follow up till closure Should be flexible with rotational shifts, and rotational week off. Interested, Please share your updated resume to matildad@hexaware.com /Whatsapp - 9082299130