Team Lead Operations - Customer Service - Inbound (Voice, Email, Chat)

Job description

**Team Lead Operations - Customer Service - Inbound (Voice, Email, Chat)** **Process:** Travel/Aviation process **Location:** Navi Mumbai, Ghansoli **Role Summary:-** An experienced and dynamic Team Leader to oversee and motivate our customer service, outbound, and sales teams. The ideal candidate will have a proven track record of driving team performance, meeting SLA targets, and fostering an encouraging work environment. The role involves real-time management, ensuring schedule adherence, setting clear team goals, and developing strategies to promote team success. **Key Responsibilities:-** - Manage and lead the inbound, outbound, and sales teams, ensuring they meet SLA targets and daily goals. - Conduct real-time monitoring and coaching to improve team performance and adherence to schedules. - Create an encouraging and supportive team environment that fosters collaboration, motivation, and professional growth. - Develop and implement strategies to drive sales within the team and meet sales targets/goals. - Analyze team performance data and identify areas for improvement, implementing corrective actions as needed. - Conduct regular team meetings to communicate updates, provide feedback, and address any concerns or challenges. - Ensure compliance with company policies, procedures, and quality standards. - Collaborate with cross-functional teams to streamline processes and enhance operational efficiency. - Handle inbound calls, providing detailed information on visa requirements and application procedures. - Identify and facilitate training opportunities to enhance team skills and knowledge. **Criteria:-** 1. Graduate (any stream). 2. Overall 4+ years includes 1+ year as Team Lead into BPO/Call Center 3. Strong communication and interpersonal abilities. 4. Experience in a customer-facing role, preferably in a contact center or customer support environment. **Shift:** Day Shift **Week Off:** Sat - Sun If the above skill set aligns with your current experience, please share your updated resume at matildad@hexaware.com or Whatsapp me at 9082299130.