Team Lead/Senior Team Lead - International Chat Process
- Hexaware Technologies
- 3 - 8 years
- Mumbai
- 7 months ago
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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 ma*****d@he*****e.com / Whatsapp - +91 9082299***.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: Hexaware TechnologiesLocation(s): Mumbai
Keyskills: BPO Customer Service Written Communication Continuous Improvement Team Leading Service Industry KPI SLA Healthcare Operations CRM Chat Process
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Hexaware Technologies
Hexaware BPS. is the wholly owned subsidiary of Hexaware Technologies Ltd. We are currently staffed at 4000+ people across Navi Mumbai (Mahape) Chennai, Nagpur US, Mexico and Russia. Hexaware BPS leverages on a strong technology legacy from its parent organization. With an amalgamation of passionate...
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