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Telecom Team Member-BPS at HEXAWARE

, , India -

Full Time

Start Date

Immediate

Expiry Date

02 Jun, 26

Salary

0.0

Posted On

04 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Key Performance Indicators, Language Support, Problem Resolution, Coaching, Performance Feedback, Customer Satisfaction, Customer Loyalty, Customer Retention

Industry

IT Services and IT Consulting

Description

• Ensure delivery of outsource headcount and language support required to meet customer KPIs including NPS Problem Resolution leadership• Drive customer experience improvements by measuring, understanding and analysing customer feedbacks and working closely with cross-functional teams to improve results.• Strong focus on quality of interactions in order to delight customers, enabled by effective coaching and performance feedback structure and culture.• To establish a customer-focussed culture by implementing and managing initiatives and tools that aim to achieve customer satisfaction, loyalty and retention.

Responsibilities

The role is responsible for ensuring the delivery of outsourced headcount and language support necessary to meet customer Key Performance Indicators, including leadership in problem resolution. A strong focus must be placed on the quality of interactions through effective coaching and performance feedback to delight customers.