Job Description

Mandatory: Graduates from any stream or Global Equivalent degree Desirable: NAExperience- 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- Usage Experience of E Wallets like (Paytm / Momikwik / PhonePE) and have functional knowledge of the product.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 closureOthers- 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 (ref:updazz.com)

Skills Required