Team Lead (Customer Support)

Education

Mandatory: Graduates from any stream or Global Equivalent degree

Desirable: NA

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

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

Job Type: Full-time


Jadwal:
 Night shift
 Rotational shift

Work Location: In person,