Job Description
Education
Mandatory: Graduates from any stream or Global Equivalent degree
Experience
- Desirable Experience – 2 to 3 years of experience in BPO / Call Center.
- Should have experience in handling teams
Inbound
- Should have prior experience of handling voice process
- Responsible for meeting the SLA targets
- Excellent real time management skills
- Ensure schedule adherence and create an encouraging team environment.
Language
- English and Hindi
- Indian Regional Language basis mission Requirement
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 closure
Job Description
- 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
- Business perspective while making decisions
- Analytical and problem-solving skills
- Good inter-personal skills
- 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
- Ability to manage work efficiently with minimum guidance
- Multi-tasking ability is required