Customer Service Domestic Voice Supervisor-BPS Job in Mumbai at Hexaware Technologies

Hexaware is hiring for the role of Customer Service Domestic Voice Supervisor-BPS!

Responsibilities of the Candidate:

• To manage transaction quality profile for a customer service process for our domestic client
• Participates in design of call monitoring formats and quality standards
• Defines Quality Framework, CTQs and implementation of Quality Control Plan
• To conduct audits as per defined guideline and sampling for transaction monitoring
• To ensure 100% closure of feedback
• To create and publish regular audit reports with management and clients (daily, weekly, monthly)
• To identify gaps and conduct feedback and refresher sessions with agents to improve Quality of calls
• To drive process improvement initiatives
• To drive calibration sessions with internal or external customers
• To conduct training for group of agents, when needed
• To conduct quality induction for new hire batch
• Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis
• Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output
• Maintain overview of daily records, MOMs and Action items
• Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns
• Able to use automated information systems and analyze
• Provide corrective / improvement solutions to the QA’s on periodic basis to help them improve their accuracy scores
• Working in close tandem with Ops Asst. Mgrs. on the process for an excellent team and process performance.
• Prepare performance evaluations and documenting contact-handling procedures.
• Prepare TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed.
• One-on-one feedback to the QA’s basis their performance
• Provide domain knowledge & track external & internal escalations

Requirements:

• Active Listening
• Assertive communication
• Client Management
• Domain expertise
• Microsoft Office
• Problem Solving
• SLA Management
• Team Management
• Time Management