Customer Service International Voice Lead-BPS

3 days ago

Mumbai, Maharashtra, India Hexaware Technologies Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Summary:

We are looking for an experienced Customer Service Lead (Non-Voice Domestic Process) to manage daily operations and ensure service excellence across multiple customer support teams. The ideal candidate will oversee a non-voice process (email, chat, ticketing, or back-office support) within a BPS environment, ensuring productivity, quality, and adherence to SLAs.

Key Responsibilities:

  • Lead and manage a team of Customer Service Associates handling non-voice domestic processes (email/chat/back-office).
  • Monitor team performance against quality, productivity, and turnaround time (TAT) targets.
  • Handle escalations, resolve customer issues, and ensure prompt and professional responses.
  • Prepare and review daily/weekly reports on team performance and process KPIs.
  • Conduct regular coaching, feedback, and performance reviews to drive continuous improvement.
  • Collaborate with the Quality and Training teams to identify skill gaps and implement upskilling plans.
  • Ensure adherence to company policies, compliance, and process workflows.
  • Drive process optimization and automation opportunities to improve efficiency.
  • Manage shift schedules, resource allocation, and workflow balancing.
  • Support implementation of new tools, processes, or client requirements as part of operational transitions.

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