Lead and coach an inbound call center team, oversee daily activities, run team and one-on-one meetings, maintain morale and motivation, drive service quality improvements, reduce customer effort, and improve NPS through problem-solving and initiative.
JD The Inbound Call Centre Team Leader role involves not only leading and motivating the team but also effectively coaching and supporting Specialists. This includes overseeing day-to-day activities with a strong emphasis on maintaining and improving service quality. Conducting team and one-on-one meetings ensures that the team is consistently updated on relevant issues impacting their role in Customer Care. The Team Leader also actively maintains high levels of morale and motivation within the team, serving as a role model for leadership. With a problem-solving mindset, the leader encourages initiative-taking to enhance Net Promoter Score (NPS) and minimize customer effort, fostering a customer-centric and proactive work culture.
Hexaware Technologies Pune, Mahārāshtra, IND Office
North Block, Plot No. 19, Rajiv Gandhi InfoTech Park, MIDC - SEZ, Phase 3, Hinjawadi, Pune, Maharastra, India, 411057
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What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
