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Telecom Team Member-BPS at HEXAWARE

, , India -

Full Time

Start Date

Immediate

Expiry Date

07 Sep, 26

Salary

0.0

Posted On

09 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Improvement, Performance Feedback, Coaching, KPI Management, NPS Analysis, Problem Resolution, Customer Retention, Cross-functional Collaboration

Industry

IT Services and IT Consulting

Description

JD 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

Manage outsource headcount and language support to meet customer KPIs and improve NPS. Drive customer experience by analyzing feedback and implementing initiatives to increase loyalty and retention.