Team Leader: Operations | Hinduja Global Solutions

About Us:
Hinduja Global Solutions (HGS), part of the multi-billion dollar conglomerate Hinduja Group, has been offering Business Process Management (BPM) solutions for more than four decades. A leader in customer experience management, HGS’ mission is to optimize the customer journey to make its clients more competitive.

Job Description:
Roles and Responsibilities:
a. Customer related:
Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
Work very closely with team members to solve customer problems.
Acts as a point of contact for the resolution of customer escalations, enquiries and complaints from external and internal customers.

b.  People related : 
Managing an average team size of 20 members.
Need to be approachable and supportive towards the team. Also should have the ability to motivate the team in a right way to get the targets met.
Attrition and Absenteeism Management.
Conducting performance appraisal for the team.
Prepare Schedules for the teams and ensure attendance is marked before the end of day.
Compliance to login, log out & scheduled breaks of agents.

C. Process related : 
To manage the day to-day operations with a team of agents and meet the required service levels, quality and productivity.
Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team.
Ensure all Company policies and procedures are implemented consistently and fairly.

Desired Skills and Abilities
Good telephone etiquette
Has the potential to gain trust and rapport building
Active listening skills
Efficient at problem solving
Defusing anger
Business email etiquette
Goal setting
Managing team members expectations
Being tactful
Mentoring and coaching
Possess the ability to handle grievances

Education & Experience:
Under Graduates / Graduates
6 months to 1 year

Contact Mail:  investor.relations@teamhgs.com