International Team Lead Operations - Travel/Aviation Process
Navi Mumbai, Maharashtra, India · Full Time
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- Experience
- 5+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 53 मिनट पहले
- Work mode
- In office
- Education
- Any graduate
- Eligibility
- Open to candidates who have completed graduation in any discipline.
- Resume
- Required to apply
Where you'll work
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Job description
About the Company
Hexaware BPS, a fully owned subsidiary of Hexaware Technologies Ltd., employs over 4,000 professionals across Navi Mumbai (Mahape), Chennai, Nagpur, the US, Mexico, and Russia. Leveraging advanced technology and innovative strategies such as robotic process automation and design thinking, Hexaware is a rapidly expanding provider of IT, BPO, and consulting services aiming to revolutionize traditional IT methodologies.
Job Overview
We are seeking a motivated and seasoned Team Lead to supervise our inbound customer support team within the Travel/Aviation process, located in Ghansoli, Navi Mumbai. The role requires managing both voice (85%) and email (15%) customer interactions, ensuring exceptional service quality and maintaining high customer satisfaction standards.
Primary Responsibilities
- Manage inbound customer queries primarily via voice and email ensuring prompt and effective solutions.
- Consistently meet and adhere to contractual Service Level Agreements (SLAs).
- Efficiently organize incoming workflow to guarantee timely response and resolution of customer concerns.
- Enhance team productivity by optimizing resource deployment and refining processes.
- Address escalated customer issues by conducting Root Cause Analysis (RCA) and sharing findings.
- Drive team performance through setting benchmarks, coaching, and fostering a culture of excellence.
- Identify and implement improvements in team operations and processes to boost efficiency and customer satisfaction.
- Collaborate with cross-functional teams to promote smooth and continuous process enhancement.
- Assist in developing and delivering training programs to upskill team members.
- Contribute to process improvement initiatives based on customer feedback and operational metrics.
Qualifications and Experience
- Graduate from any discipline.
- Minimum of 5 years overall experience, including at least 1 year as a Team Lead in a BPO or call center environment.
- Strong analytical and problem-solving abilities.
- Prior experience in customer-facing roles, ideally within contact centers or customer support.
- Familiarity with industry-specific products, services, and processes.
Additional Details
- Shift Pattern: Rotational shifts based on operational requirements.
- Weekly Off: Fixed on Sunday plus one additional rotational day off.
Minimum education
Bachelor's Degree