EducationMandatory: Graduates from any stream or Global Equivalent degree Desirable: NAExperience Minimum 1-year experience as a Team Leader in voice/chat process Minimum of 3 year of work experience in a Voice/chat 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 skilled life
Soft Skills: Responsible for smooth and productive day-to-operations within their team
Primary objectives of this role are to drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team.
Responsible to coach assigned CSAs on observed areas for improvement with respect to product, process, soft skills and communication.
Should conduct analysis and drive initiatives to improve efficiency within team and CC overall
Operations: Facilitate day to day Operations




Handling 2nd level escalated calls.
Checking on call distribution and/or other operational roadblocks and helping ease them for his/her team
Keep a close track and drive NPS and critical call parameters like AHT and quality scores & continuously review/coach CSAs on the same
Maintain accurate and updated knowledge of all procedures and systems
Provide assistance to CSAs on product and assist CSAs with customer complaints, wherever necessary
Brief the teams daily on changes and issues that affect customers or the team and ensure that staff has access to this information
Encourage and implement best practice across the team
People Managing Team Performance

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Customer Service Domestic Voice Lead Bps Tamil Nadu
🏢 Hexaware Technologies
📍 Tamil Nadu