Team Leader Inbound Call Center

5 days ago

Mumbai, Maharashtra, India Hexaware Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Role:

The Team Lead is responsible for ensuring adherence to Service Level Agreements (SLAs) and managing the overall workflow within the team. The role requires analyzing existing work practices, systems, and procedures to improve efficiency and effectiveness. The Team Lead will handle all team-related issues, including people management, conflict resolution, and administrative tasks.

Job Responsibilities:

  • Ensure adherence to contractual Service Level Agreements (SLAs) by monitoring team performance and implementing corrective actions as necessary to meet targets.
  • Analyze existing work practices, including systems and procedures, to identify areas for improvement and optimize team efficiency.
  • Handle all team-related issues, including people management, conflict resolution, and administrative tasks, to maintain a productive work environment.
  • Exhibit excellent leadership qualities to guide, motivate, and develop team members, fostering a culture of high performance and continuous improvement.
  • Spearhead the team by setting clear goals, providing regular feedback, and facilitating training and development opportunities.
  • Collaborate with cross-functional teams to address operational challenges and implement best practices.
  • Prepare and present regular reports on team performance, including key metrics and improvement initiatives, to senior management.

Criteria:

  • Any Graduation - (15 years of academic qualification)
  • Minimum of 5 years of work experience in Domestic inbound voice process from premium contact centers which should include 18 months of experience as a Team Leader.
  • Exceptional English verbal communication skills are essential to manage client expectations effectively.
  • Proficiency in data analysis tools to support process improvements.
  • Experience in a similar role within the fintech industry is preferred

Shifts timings:

24/7 Rotational Shifts

Week Off:

1 rotational week off

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