Job responsibility

- Must be into strategic hands on in business transition &
- Process Simplification.
- Automation and AI Implementation exposure will be given preference.
- Responsible for handling teams in an operations of an integrated (calls/emails/complaints) contact center for Voice &
- Data products (including all KRAs and KPIs defined for this process) for Priority customers - Handling of escalations on Voice &
- Data products - Handling team KPIs/KRAs - Keeping the team continually motivated in achieving the team goals - Developing a strong bonding between the members in the team so that they can share the same collective goal - Creating an environment of collecting, sharing and implementing of customer feedback - Responsible for planning and execution of the day to day operational parameters of the team - Ensure statutory compliance and compliance to all internal & external audits - Develop high level of customer focus within the team - Having a strong hold on absenteeism, attrition, shrinkage and floor monitoring - Provide effective leadership and development amongst the agents of the contact center, including ER & floor activities - Responsible to Cultivate a robust, informed,



multi skilled and well-trained team - Implement performance management and performance review processes - Project &
- Initiative Skills required

Span of control:

Geographic – Pan India

No. of reports (direct & indirect)- if any

Key Customer

End customer, authorized signatories, clients

Necessary

Skills

- Strong operations skills for handling absenteeism, attrition, shrinkage and floor monitoring - Customer centric and high focus on customer facing processes - Excellent grip on high end data and voice products - Excellent hands on experience in handling call center & complaint management operations for high end customers - Team management skills - Experience in handling a high potential dynamic teams

Qualification

Graduate (Science/Business)

.

Overall Work Experience

- Minimum 10-16 years of experience in the BPO segment with 2 years in a Team Leader position. Handling high end customer service call center and complaint management teams - Hands on experience in work force management, process reengineering, people handling and customer interaction

Behavioural Attributes

- Excellent people manager - Strong customer focus - Good analytical skills - Strong communication and interpersonal skills - Inclination towards innovation

📌 Hub Lead (Hyderabad)
🏢 Tata Teleservices
📍 Hyderabad