International - Team Lead Operations

Process: Travel/Aviation process

Location: Navi Mumbai, Ghansoli

Role Summary:-

An experienced and highly motivated Team Lead to oversee Inbound Customer Support team. The ideal candidate will be responsible for managing a team of customer support representatives, ensuring excellent service delivery, and maintaining high customer satisfaction levels.

Key Responsibilities:-

1. Handle inbound customer queries and concerns through voice (85%) and email (15%) channels, ensuring prompt and effective resolution.
2. Adhere to and consistently meet the contractual Service Level Agreements (SLAs) set by the organization.
3. Manage the incoming workflow efficiently, ensuring timely response and resolution of customer inquiries.
4. Focus on team efficiencies and productivity, optimizing processes and resource allocation for maximum effectiveness.
5. Manage customer escalations, identify the root cause of issues, prepare and share Root Cause Analysis (RCA) reports.
6. Drive team performance by setting performance benchmarks, providing coaching and guidance, and fostering a culture of excellence.
7.



Identify areas for improvement within processes and team operations and implement necessary changes to enhance efficiency and customer satisfaction.
8. Collaborate with cross-functional teams to ensure seamless operations and continuous process improvement.
9. Contribute to the development and implementation of training programs for team members to enhance their skills and knowledge.
10. Participate in process improvement initiatives, providing valuable insights and recommendations based on customer feedback and operational data

Criteria:-

1. Graduate (any stream).
2. Overall 5+ years includes 1+ year as Team Lead into BPO/Call Center
3. Strong problem solving and analytical skills.
4. Experience in a customer-facing role, preferably in a contact center or customer support workplace.
5. Knowledge of industry-specific products, services, and processes.

Shift: Rotational Shifts as per operational requirement. Week Off: Sunday fixed & 1 rotational off

If the above skill set aligns with your current experience, please share your updated resume at [email protected] or Whatsapp me at (phone hidden).

📌 International - Team Lead Operations (Navi Mumbai)
🏢 Hexaware Technologies
📍 Navi Mumbai