Customer Service Domestic Voice Supervisor-BPS
Customer Service Domestic Voice Supervisor-BPS
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Job Description
About Organization:
Hexaware is a global technology and business process services company. Our 31000 Hexawarians wake up every day with a singular purpose; to create smiles through great people and technology. With 54 offices in 28 countries we empower enterprises worldwide to realize digital transformation at scale and speed by partnering with them to build transform run and optimize their technology and business processes.
Learn more about Hexaware at.
Role:
Reports into:
Job Responsibilities:
Ensure timely escalation of operational risks to management by assessing the severity and potential impact of issues encountered.
Develop and implement comprehensive training plans for staff ensuring that all team members are equipped with the necessary skills and knowledge.
Conduct daily huddles to communicate priorities address concerns and foster a cohesive team environment.
Participate actively in monthly documented Quality Control Meetings (QCMs) to ensure adherence to operational standards.
Monitor team productivity closely and provide feedback or corrective actions as necessary to maintain high performance levels.
Facilitate and contribute to team meetings promoting open communication and collaboration among team members.
Evaluate the effectiveness of training programs and report findings to management making recommendations for improvements.
Ensure adherence to resolution expectations providing direction and support to team members to achieve desired outcomes.
Identify patterns or trends in operational issues and recommend solutions to prevent recurrence.
Maintain a clear understanding of company policies and procedures to guide decisionmaking processes.
Job Responsibilities:
Experience with crisis management and the ability to remain calm under pressure making sound decisions swiftly.
Familiarity with investigative processes and the ability to liaise effectively with other units for issue resolution.
Criteria:
Bachelors degree in a relevant field.
8 10 years of experience in a similar role demonstrating strong people management skills.
Proven track record of developing and implementing successful training programs.
Excellent communication skills both verbal and written.
Criteria:
Experience in the financial technology industry.
Certification in risk management or a related field.
Interested please share your updated resume on /
Required Experience:
Manager
Employment Type
Full Time
