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Customer Service International Voice Team Member-BPS at HEXAWARE

, , India -

Full Time

Start Date

Immediate

Expiry Date

14 Sep, 26

Salary

0.0

Posted On

16 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Telesales, Customer Retention, Team Management, Strategic Planning, Performance Management, Client Relationship Management, Operational Excellence, Workforce Planning, Data Analytics, Coaching, KPI Tracking, Process Improvement

Industry

IT Services and IT Consulting

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

Responsibilities

Lead and manage a team of telesales and retention professionals to achieve business objectives and client goals. Oversee operational excellence, performance tracking, and client relationship management to ensure high customer satisfaction and sales targets.