Customer Service Domestic Voice Lead-BPS
2 days ago
Education Mandatory: Graduates from any stream or Global Equivalent degree Desirable: NA Experience
• 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 professional life Soft Skills:
• Responsible for smooth and efficient 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 Amazon's procedures and systems
• Provide assistance to CSAs on product and assist CSAs with customer complaints, wherever necessary
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Customer Service Domestic Voice Supervisor-bps
2 weeks ago
India Hexaware Technologies Full timeCustomer Service Domestic Voice Supervisor-BPS
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India Hexaware Technologies Full timeJD: Education Mandatory: Graduates from any stream Desirable: - Minimum 5-8 year of work experience in a Domestic Premium segment Voice/Chat Program from premium contact centers. - Minimum 5 year of work experience in a Domestic Premium segment Voice/Chat Program, with minimum of 2 years as an Assistant Manager - Prior experience in managing excellent...
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India Hexaware Full time ₹ 12,00,000 - ₹ 24,00,000 per yearDescriptionJD: Education Mandatory: Graduates from any stream Desirable: • Minimum 5-8 year of work experience in a Domestic Premium segment Voice/Chat Program from premium contact centers. • Minimum 5 year of work experience in a Domestic Premium segment Voice/Chat Program, with minimum of 2 years as an Assistant Manager • Prior experience in managing...
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Customer Service Domestic Voice Lead-BPS
2 days ago
India Hexaware Full time ₹ 9,00,000 - ₹ 12,00,000 per yearDescriptionEducation Mandatory: Graduates from any stream or Global Equivalent degree Desirable: NA Experience • 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...
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Customer Service Domestic Voice Manager-BPS
2 days ago
India Hexaware Full time ₹ 12,00,000 - ₹ 36,00,000 per yearDescription• Provide strategic leadership and oversight for the e-commerce BPO operations, ensuring efficient and effective delivery of voice and non-voice processes. • Drive operational excellence by continuously improving processes, implementing best practices, and fostering a culture of continuous improvement. • Manage client relationships and...
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Customer Service Domestic Voice Lead-bps
2 weeks ago
India Hexaware Technologies Full time- TTL TL Sr TL 1 Position Objective The incumbent would be part of the team and the primary responsibility will be to take care of day to day work allocation to CSA s interacting with client attending Client calls and other important meetings Conduct Weekly SMR Project Review Daily Team meetings etc Passing on the process updates to the team members...
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Customer Service Domestic Voice Lead-BPS
3 days ago
India Hexaware Full time ₹ 4,00,000 - ₹ 6,00,000 per yearDescriptionJob Description – TTL / TL / Sr.TL 1. Position Objective The incumbent would be part of the team and the primary responsibility will be to take care of day to day work allocation to CSA's interacting with client, attending Client calls and other important meetings, Conduct Weekly, SMR, Project Review, Daily Team meetings, etc., Passing on...
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India Hexaware Technologies Full timeManages a team of 15 to 20 QA Analysts o To manage transaction quality profile for a customer service process for our domestic client o Participates in design of call monitoring formats and quality standards o Defines Quality Framework CTQs and implementation of Quality Control Plan o To conduct audits as per defined guideline and sampling for transaction...
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Customer Service Domestic Voice Lead-BPS
3 days ago
India Hexaware Full time ₹ 2,50,000 - ₹ 7,50,000 per yearDescriptionJD To handle Team responsible for executing Telecom Inbound Email Transactions/Request for India based Telecom service provider using various tools to complete a transaction and ensure that transactions are processed in a timely manner also responsible for processing the transactions with efficient and accurate manner.
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India Hexaware Full time ₹ 12,00,000 - ₹ 24,00,000 per yearDescription• Manages a team of 15 to 20 QA Analysts • To manage transaction quality profile for a customer service process for our domestic client • Participates in design of call monitoring formats and quality standards • Defines Quality Framework, CTQs and implementation of Quality Control Plan • To conduct audits as per defined guideline and...
