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    Team Lead for Customer Service - Navi Mumbai, India - Hexaware Technologies

    Hexaware Technologies
    Hexaware Technologies Navi Mumbai, India

    1 week ago

    hexaware technologies background
    Description

    Team Lead for Customer Service (Domestic Voice process)

    Role Specifications:


    • Graduates


    • 24/7 shifts with 1 rotational off


    • On paper, 2+ years' experience as a Team Leader and, over all, 5+ years' experience should be there.


    • The candidate should be from the customer service voice domain.


    • Good at communication.


    • Should be well versed in his or her KRAs as Team Leader.(Attrition, Shrinkage, SLA, CSCAT, AHT, Team and stakeholder management, Inbound customer service experience)

    Work Experiences : Minimum of 2 years (Team lead) above in leading a team with relevant experience in Voice process, retention.

    Key role is to spend time with agents, monitoring and coaching, being visible and available to assist with any escalated support enquiries, ensuring that agents are available to take calls, are fully proficient, focusing on delivering customer value and overachieving on targets.

    A Team Leaders key targets are customer satisfaction levels for his/her team, as well as efficiency metrics, achieved through effective monitoring and coaching.

    A Team Leader will be responsible for first contact resolution and TNPS, support of the contact center agents to improve TNPS and FCR by providing the first level escalation. The team leader will be responsible for the development and continuous coaching of his/her team members.

    Interested candidates kindly share across your updated resume in order to conduct a role model discussion @

    Thanks,

    Matilda Dmello

    /

    Team Coach

    Hexaware BPS

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