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    Job · 21165669

    HYDERABAD · FULLTIME

    Hub Lead

    Tata Teleservices

    Tata Teleservices

    Hyderabad · onsite · Posted 5d ago

    Sourced fromFoundit
    Not disclosedFresherfulltimeHyderabad

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    Section · 01

    About this role

    JOB DESCRIPTION

    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 toCultivate 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 CustomerEnd customer, authorized signatories, clients
    Necessary
    Skills
    • Strong operations skills for handlingabsenteeism, 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
    QualificationGraduate (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

    Sourced from foundit

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    Section · 02

    Skills

    Automation and AI Implementationcall center complaint management operationshandling call center complaint management operationsproject initiativeWorkforce ManagementProcess re-engineeringteam management

    Section · Company

    About Tata Teleservices

    Tata Teleservices

    Tata Teleservices

    Telecom

    1.8k+

    employees

    1995

    31 years old

    Navi Mumbai, Maharashtra

    US

    ₹10.1L PA avg

    Avg at Tata Teleservices

    About

    Tata Tele Business Services (TTBS), is one of India's leading Information & Connectivity Technology (ICT) solutions company, driven by innovation, ethics, and a passionate, customer-focused team.

    Industries

    TelecomIT Services & Consulting

    Employee ratings

    10 reviews

    3.8/ 5

    Culture

    3.5

    Career growth

    3.1

    Work-life

    3.8

    Employees rate it well for

    Work-Life Balance39Overall Company38

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