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Job Description
Experience
Minimum 2 years experience in Team Leader Operations from Customer Service / Retention domain overall 5 + years experience.
Job Description
Manage day to day operations and drive performance of the aligned team.
-Conduct regular feedback and coaching sessions with team members.
- Ensuring availability of staff is maintained as per the WFM guidelines across all allocated processes.
- Drive the key client metrics and SLAs within the team members and ensure these are met on a daily basis.
- Manage shrinkage and attrition at a team level.
- Attending operational or quality meetings as per client schedule.
- Ensure compliance and adherence to organizational processes and create awareness around all compliance guidelines from GRC and QMS across the floor.
- Mentor and assist new hires.
- Report deviations immediately to the leadership and respective departments and act accordingly.
- Proactively inform manager on challenges faced
- Ability to Handle Escalations with knowledge on process
Process Knowledge
- Policies, process, procedures, confidentiality, business ethics, transaction flow, transaction scripts, documentation requirements, etc.
- Different types of customers and their respective service eligibilities
- Generate MIS and provide analysis and insight to business Product Knowledge
- Product entitlements
- Ability to resolve: Sales ad Refund Inquiry, McAfee product features, basic installation/uninstallation procedures, customer account related information etc
- Product specific work flows including support scopes Technical Competencies: (Job related)
- High proficiency in using computers
- Basic knowledge Operating System like Windows
- Basic knowledge on Mobiles and available platforms in the market
- Basic knowledge about browsers (MS Internet Explorer and equivalent)
- Expert Level knowledge of CRM, and other applications
Soft Skills: (Job related)
- Strong Oral & Written skills (English)
- Ability to lead, motivate and drive performance on the floor. Basic knowledge on Mobiles and available platforms in the market
- Should be able to deliver even in high stress Others (Mandatory)
- Should be able to demonstrate command on domain and provide timely resolution to issues.
- Demonstrated ability to drive client and customer experience through Operations, Quality and Compliance framework.
- Sound understanding of the key metrics involved in the customer service domain to achieve 100% customer satisfaction. - Sound knowledge of excel and email communication.
- Strong oral and written English communication skills (required to interact with internal / external clients.
if above skills sets matches your requirement & team leading exposure than kindly share your resume @ (e-mail removed)
Job Classification
Industry: BPO / Call Centre
Functional Area: BPO / Call Centre
Role Category: Operations
Role: Team Leader
Employement Type: Full time
Contact Details:
Company: Hexaware Technologies
Location(s): Mumbai
Hexaware Technologies
