Job description
Experience
- Minimum 2-year experience as a Team Leader in International voice process
- Minimum of 5 year of work experience in an International 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.
Soft Skills:
- 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
Others
- Adherence to company policies, rules and regulations
- To follow quality processes thoroughly using checklist standards
- Communicate company vision, mission, and goals. Ensure complete alignment of the functional / service line teams to overall company objectives
- Champion Hexaware culture by role modeling behaviors
- Create a work environment that nurtures and supports diversity and has an inclusive work culture
- Ensure productive work relationships are established with all relevant internal functions
- Ensure data confidentiality, integrity and protection of company's intellectual property
- Responsible for complying with all QMS and ISMS Policies and procedures
Mandatory:
- Experience in a BFSI account is mandatory
- 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,
Desirable:
- 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
