Team Lead/Sr. Team Lead

Hexaware Technologies

2 - 7 years

2 - 4 Lacs

nagpur

Posted:-1 days ago| Platform:

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Skills Required

team handling team management inbound voice process sla shrinkage aht csat attrition

Work Mode

Work from Office

Job Type

Full Time

Job Description

Team Lead - Inbound Voice Process

Job Role: -

Responsibilities:-

Responsible for smooth and efficient day-to-day operations within the team.
Drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team.
Coach assigned CSAs on product, process, soft skills, and communication improvements.
Conduct analysis and drive initiatives to improve efficiency within the team and Customer Connect overall.
Handle 2nd level escalated calls.
Provide assistance to CSAs with product-related issues and customer complaints.
Brief teams daily on any changes and issues affecting customers or the team.
Encourage and implement best practices across the team.

Criteria:-

Willingness to work flexible shifts, rotating day and night with 6 days working per week.
Leadership and people management skills (desired).
Good communication skills, verbal and written English.
High level of initiative and analytical skills.
Ability to organize, prioritize work, and coach effectively.

Shifts timings:

Week Off:

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