Team Lead/Senior Team Lead - International Chat Process

Job Description

Required Qualifications: A bachelor s degree from any stream. Technical Competencies: Foster entrepreneurial culture - Drive cost control Ensure ownership for workplace (resolution of all admin, tech issues, etc.) Enable people to excel through grooming and regular feedback Derive valuable insights for improvement through innovation Set up and sustain a robust quality and training framework within teams Increase people engagement, ensure communication and feedback Value Added Services /process improvement leading to business benefits Ensure robust risk and compliance practices maintained Participate in selection process to ensure the right talent is selected in a timely manner Ensure transparency and adequate communication across all levels Maintain a no surprise /nonpolitical atmosphere and take active steps to stop anyone indulging in gossip Create an environment that encourages people to deliver and excel through performance management systems Manage and exceed client expectations Handle all SOW and contract related discussions Service delivery of the processes in the specific timelines Resolve and/or escalate employee grievances in a timely manner Desired Attributes: Strong interpersonal and communication skills, both written and verbal. Exceptional problem-solving abilities and a customer-centric mindset. Proven experience in a customer service or support role Experience required with inbound/outbound contacts and back office preferred - experience integrating multiple channels into a service model Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit. Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost A commitment to being attentive, persistent, and flexible. Also protective of the integrity and purpose of our organizational skills, reasoning, logic and problem solving. Leadership and team management skills, including the ability to motivate and inspire a team. Interested, kindly forward your updated resume to matildad@hexaware.com / Whatsapp - +91 9082299130.