Customer Service International Voice Team Member-BPS
- Hexaware Technologies
- 0 - 3 years
- Hyderabad
- 5 days ago
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Job Description
Key Responsibilities:
- Strategic Planning Execution: Develop and implement telesales and retention strategies to achieve business objectives.
- Collaborate with stakeholders to align processes with client goals and market trends.
- Identify opportunities for process improvements and innovation.
- Team Management: Lead, mentor, and manage a team of telesales and retention managers, team leaders, and agents.
- Monitor team performance, provide coaching, and ensure adherence to quality standards.
- Foster a high-performance culture by motivating and engaging team members.
- Performance Management: Track and analyze key metrics such as conversion rates, retention rates, and customer satisfaction scores.
- Ensure achievement of sales targets, retention goals, and other KPIs.
- Conduct regular performance reviews and implement corrective actions when necessary.
- Client Relationship Management: Act as the primary point of contact for clients, ensuring their expectations are met or exceeded.
- Provide regular updates and reports to clients on campaign performance.
- Address client concerns and implement solutions promptly.
- Operational Excellence: Ensure compliance with company policies, client requirements, and regulatory standards.
- Optimize processes to improve efficiency and reduce operational costs.
- Manage workforce planning, including scheduling and resource allocation.
- Training Development: Identify training needs and collaborate with the training team to upskill employees.
- Ensure teams are equipped with the knowledge and tools to handle objections, close sales, and retain customers effectively.
- Promote a culture of continuous learning and growth.
- Reporting Analytics: Prepare and present performance reports to senior management and clients.
- Use data analytics to identify trends, ch
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: Hexaware TechnologiesLocation(s): Hyderabad
Keyskills: Team management Operational excellence Performance management Client relationship management Telesales Workforce planning Resource allocation Strategic planning Scheduling Customer service
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Hexaware Technologies
Hexaware BPS is a unit of Hexaware Technologies Ltd. We are currently staffed at 2000+ people across Navi Mumbai (Mahape) Chennai, Nagpur and US. Ranked 15th in the NASSCOM Top 20 IT Software & Services Exporters from India, we also rank among the Top 20 Best IT employers in India by DQ-IDC fo...
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