Customer Service Domestic Voice Lead-BPS at Hexaware in India

Customer Service Domestic Voice Lead-BPS

Location: India

Table of Contents 2 Job Description – Team Lead 4 3 Job Specifications – Team Lead 8 4 Purpose 9 5 Intended Audience 10 Document Control Distribution Restricted / Internal Document Access Control Bijoy Chacko Document Ref # XXX Created on 01-SEP-22 Created By Bijoy Chacko Owner Bijoy Chacko Process ID # HEX534 Last Updated on 01-SEP-22 Ref # Version Nature of change Author Reviewed By 1. 1.0 File Created Bijoy Chacko Abinash Rath 2. 3. 4. For any questions or clarifications about this document, please contact: Bijoy Chacko Sr. General Manager Hexaware Technologies BPS Email: bijoyc2@hexaware.com 2 Job Description – TTL / TL / Sr.TL 1. Position Objective  The incumbent would be part of the team and the primary responsibility will be to take care of day to day work allocation to CSA’s interacting with client, attending Client calls and other important meetings, Conduct Weekly, SMR, Project Review, Daily Team meetings, etc., Passing on the process updates to the team members, Maintaining Weekly reports, Daily reports and interacting with the process manager and the team to improve the process. 2. Business environment  Vertical : Operations  Scope: Customer Service 3. Organization chart  Reporting To: Asst / Deputy Manager  Reportees (if Any): 18 – 20 CSA’s