Hexaware Hiring For Team Lead - End To End Sales From BPO Mandatory

We are currently hiring for a Team Leader role at Hexaware.

Note - only accepting candidates from Mumbai/Navi Mumbai

Requirements:

• BPO/Contact Centre background is mandatory
• Overall 5 years of experience including 18 months experience as Team Lead.

• Graduate qualification.
• Strong analytical and decision-making skills.
• Strong communication and interpersonal skills
  

Location: Navi Mumbai

Interested candidates can share their updated resume on 9673627572 (Vaishnavi) with the tag line:

Ensure adherence to contractual Service Level Agreements (SLAs) by monitoring team performance and implementing corrective actions as necessary to meet targets.

• Should be able to calculate CSAT, SLA, Attrition, Shrinkage, AHT.
• Should be aware of Occupancy and Utilization formulas.
• Candidate should be good in communication.
• Location: Preferred Navi Mumbai Based Candidates.
• Lead and manage a team responsible for handling complaints and escalations, ensuring timely resolution and customer satisfaction.
• Oversee the performance of the team, setting goals and providing regular feedback to improve efficiency and effectiveness. Lead, mentor, and manage a team of agents to achieve individual and team goals.
• Monitor and manage key performance metrics including attrition, shrinkage, quality, and schedule adherence.
• 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