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Navi Mumbai

    Team Lead - Navi Mumbai, India - Hexaware Technologies

    Hexaware Technologies
    Hexaware Technologies Navi Mumbai, India

    6 days ago

    hexaware technologies background
    Full time
    Description

    Job description:-

    Experience:-

    Desirable Experience 3 to 8 years as Team Leader on paper in BPO / Call Center.

    Should have experience in handling teams

    Should have prior experience of handling Voice Process Inbound process.

    Responsible for meeting the SLA targets.

    Should be aware of KRAS, KPIS, SLA, AHT, Occupancy, Attrition Formula, Shrinkage formula.

    Analyzing and Forecasting Attrition(Team Level) - Inform PL/ PM As Required

    Controlling Attrition at Team Level.

    Controlling Absenteeism.

    Responsible For Resource Utilization

    Responsible For Maintaining And Updating Team Skills Matrix

    Ensure schedule adherence and create an encouraging team environment

    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.

    Language:-

    Excellent communication skills in English.

    Qualification:-

    Must be a graduate


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