Customer Service Domestic Non Voice Supervisor-BPS

2 weeks ago

Coimbatore, Tamil Nadu, India Hexaware Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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 customer centricity is desired Experience
• Minimum of 2 years as an Assistant Manager
• Needs to be high on responsibility and ownership
• Should have managed multiple processes and ensured delivery within timelines
• Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost
• Extensive experience with telephony and workforce management software programs
• Experience required with inbound/outbound contacts and back office preferred - experience integrating multiple channels into a service model
• Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit;
• Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities
• A commitment to being attentive, persistent, and flexible. Also protective of the integrity and purpose of our organization Technical Competencies:
• Ensure ownership for workplace (resolution of all admin, tech issues, etc.)
• Enable people to excel through grooming and regular feedback
• Derive valuable insights for improvement through innovation
• Set up and sustain a robust quality and training framework within teams
• Increase people engagement, ensure communication and feedback
• Value Added Services /process improvement leading to business benefits
• Ensure robust risk and compliance practices maintained
• Participate in selection process to ensure the right talent is selected in a timely manner
• Ensure transparency and adequate communication across all levels

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