Hub Lead

Job responsibility

• Must be into strategic hands on in business transition Process Simplification.

• Automation and AI Implementation exposure will be given preference.

• Responsible for handling teams in an operations of an integrated (calls/emails/complaints) contact center for Voice Data products (including all KRAs and KPIs defined for this process) for Priority customers

• Handling of escalations on Voice Data products

• Handling team KPIs/KRAs

• Keeping the team continually motivated in achieving the team goals

• Developing a strong bonding between the members in the team so that they can share the same collective goal

• Creating an environment of collecting, sharing and implementing of customer feedback

• Responsible for planning and execution of the day to day operational parameters of the team

• Ensure statutory compliance and compliance to all internal external audits

• Develop high level of customer focus within the team

• Having a strong hold on absenteeism, attrition, shrinkage and floor monitoring

• Provide effective leadership and development amongst the agents of the contact center, including ER floor activities

• Responsible to Cultivate a strong, informed, multi skilled and well-trained team

• Implement performance management and performance review processes

• Project Initiative Skills required

  Span of control: Geographic - Pan India No. of reports (direct indirect)- if any Key Customer End customer, authorized signatories, clients Necessary Skills

• Strong operations skills for handling absenteeism, attrition, shrinkage and floor monitoring

• Customer centric and high focus on customer facing processes

• Excellent grip on high end data and voice products

• Excellent hands on experience in handling call center complaint management operations for high end customers

• Team management skills

• Experience in handling a high potential dynamic teams

  Qualification Graduate (Science/Business) . Overall Work Experience

• Minimum 10-16 years of experience in the BPO segment with 2 years in a Team Leader position. Handling high end customer service call center and complaint management teams

• Hands on experience in work force management, process reengineering, people handling and customer interaction

  Behavioural Attributes

• Excellent people manager

• Strong customer focus

• Good analytical skills

• Strong communication and interpersonal skills

• Inclination towards innovation

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