Team Lead
- Hexaware Technologies
- 2 - 5 years
- Mumbai
- 3 months ago
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Job Description
Hiring for Team Lead.
Location: MBP, Navi Mumbai
Role : The Team Lead is responsible for ensuring adherence to contractual Service Level Agreements (SLAs) and managing the overall workflow within the team. The role requires analyzing existing work practices, systems, and procedures to improve efficiency and effectiveness. The Team Lead will handle all team-related issues, including people management, conflict resolution, and administrative tasks. The candidate must exhibit excellent leadership qualities to spearhead the team. Exceptional English verbal communication skills are essential to manage client expectations effectively. The role is based in Mumbai and requires working in a 24/7 rotational shift environment.
Job Responsibilities :
- Ensure adherence to contractual Service Level Agreements (SLAs) by monitoring team performance and implementing corrective actions as necessary to meet targets.
- Analyze existing work practices, including systems and procedures, to identify areas for improvement and optimize team efficiency.
- Handle all team-related issues, including people management, conflict resolution, and administrative tasks, to maintain a productive work environment.
- Exhibit excellent leadership qualities to guide, motivate, and develop team members, fostering a culture of high performance and continuous improvement.
- Manage client expectations through exceptional English verbal communication skills, ensuring clear, concise, and professional interactions.
- Spearhead the team by setting clear goals, providing regular feedback, and facilitating training and development opportunities.
- Collaborate with cross-functional teams to address operational challenges and implement best practices.
- Prepare and present regular reports on team performance, including key metrics and improvement initiatives, to senior management.
Job Responsibilities :
- Experience in implementing process improvement initiatives to enhance overall team efficiency and productivity.
- Ability to adapt to a dynamic work environment, demonstrating flexibility and resilience in managing changing priorities and workloads.
Criteria: :
- Minimum 2 years of experience as a Team Leader in a Domestic voice process.
- Minimum of 5 years of work experience in a Domestic Voice Program from premium contact centers.
- Graduate qualification.
- Excellent English verbal communication skills.
Criteria :
- Experience in a similar role within the fintech industry.
- Proficiency in data analysis tools to support process improvements.
Shifts timings: 24/7 Rotational Shifts
Week Off : 1 rotational week off
Transport : Eligible post 10 pm for Home Drop.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: Hexaware TechnologiesLocation(s): Mumbai
Keyskills: Inbound Process Customer Service BPO Inbound Voice Process Domestic Voice Process Inbound Calls CSAT Domestic Process
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Hexaware Technologies
Hexaware BPS is a unit of Hexaware Technologies Ltd. We are currently staffed at 2000+ people across Navi Mumbai (Mahape) Chennai, Nagpur and US. Ranked 15th in the NASSCOM Top 20 IT Software & Services Exporters from India, we also rank among the Top 20 Best IT employers in India by DQ-IDC fo...
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