• Qualifications and Technical Competencies Required

Education

Bachelor Degree or equivalent

Experience

• Minimum 3 years of work experience in a Voice / Email / Chat Program, from premium contact centers
• Should have experience in handling teams

Inbound

• Should have prior experience of handling voice, email, and chat process
• Responsible for meeting the SLA targets
• Excellent real time management skills
• Ensure schedule adherence and create an encouraging team environment.

Outbound

• Should ensure that the daily targets are met to avoid escalations
• Set clear team goals
• Excellent real time management skills
• Ensure schedule adherence and create an encouraging team environment

Sales

• Should have prior experience of handling Sales process
• Drive sales within the team to meet deadlines
• Develops strategies to promote team performance to meet the sales targets/goals
• Excellent real time management skills
• Ensure schedule adherence and create an encouraging team environment.

Language

• English and Arabic

Soft Skills:

• Ensures adherence to contractual SLAs and manages the overall workflow within the team
• Analyses existing work practices (system and procedural) – identifies and implements changes in areas of improvement.
• Maintains Customer Centricity at all times in managing queues, resolving issues & queries.
• Handles all team issues, (e.g. People Management, Conflict Resolution and Administrative).
• Is responsible for ensuring Quality Controls and Checks are being carried out effectively
• Focuses on all around development of SMEs and team members (Mentoring & Grooming) along with performance management
• Facilitates liaison with clients to resolve issues and bridge Knowledge Gaps
• Conducts regular feedback sessions with Team Members.
• Is responsible for carrying out appraisals of Team Members
• Ensures Process Improvement activities are carried out on an ongoing basis and on time
• Management & communication of system issues/outages to stakeholders
• Change request management and follow up till closure

Job Description

• Adherence to company policies, rules and regulations
• To follow quality processes thoroughly using checklist standards
• Communicate company vision, mission, and goals. Ensure complete alignment of the functional / service line teams to overall company objectives
• Champion Hexaware culture by role modeling behaviors
• Create a work environment that nurtures and supports diversity and has an inclusive work culture
• Business perspective while making decisions
• Analytical and problem-solving skills
• Good inter-personal skills
• Ensure productive work relationships are established with all relevant internal functions
• Ensure data confidentiality, integrity and protection of company's intellectual property
• Responsible for complying with all QMS and ISMS Policies and procedures
• Ability to manage work efficiently with minimum guidance
• Multi-tasking ability is required

Mandatory:

• Excellent communication and management skills..
• Excellent customer and client relationship skills.
• Commitment to achieve deadlines provided and result oriented
• Ability to make sound judgment & be decisive
• Logical thinking and attitude for learning
• Delight customers, and go above and beyond the call of duty
• Has empathy for the customers situation
• Works with highest degree of accuracy and with eye for detail
• Build a long-term relationship with the customer in the best interest of both customer and client
• Able to work under pressure and with stringent timelines during times of need

Work Schedule and Environment

• Working 5 days a week with Rotational shifts (Timing) and Rotational week off
  

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