Customer Service International Voice Team Member-BPS
Key Responsibilities
Strategic Planning Execution
• Developandimplementtelesalesandretentionstrategiestoachievebusinessobjectives
- Collaboratewithstakeholderstoalignprocesseswithclientgoalsandmarkettrends
- Identifyopportunitiesforprocessimprovementsandinnovation
Team Management
• Lead, mentor, andmanageateamoftelesalesandretentionmanagers, teamleaders, andagents
- Monitorteamperformance, providecoaching, andensureadherencetoqualitystandards
- Fosterahigh-performanceculturebymotivatingandengagingteammembers
Performance Management
• Trackandanalyzekeymetricssuchasconversionrates, retentionrates, andcustomersatisfactionscores
- Ensureachievementofsalestargets, retentiongoals, andother KPIs
- Conductregularperformancereviewsandimplementcorrectiveactionswhennecessary
Client Relationship Management
• Actastheprimarypointofcontactforclients, ensuringtheirexpectationsaremetorexceeded
- Provideregularupdatesandreportstoclientsoncampaignperformance
- Addressclientconcernsandimplementsolutionspromptly
- Operational Excellence Ensurecompliancewithcompanypolicies, clientrequirements, andregulatorystandards
- Optimizeprocessestoimproveefficiencyandreduceoperationalcosts
- Manageworkforceplanning, includingschedulingandresourceallocation
- Training Development
- Identifytrainingneedsandcollaboratewiththetrainingteamtoupskillemployees
- Ensureteamsareequippedwiththeknowledgeandtoolstohandleobjections, closesales, andretaincustomerseffectively
- Promoteacultureofcontinuouslearningandgrowth
- Reporting Analytics Prepareandpresentperformancereportstoseniormanagementandclients
- Usedataanalyticstoidentifytrends
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Interview advice
Going for the Customer Support role at HexawareTechnologies? A few things that help freshers walk in prepared:
- They are testing patience and clarity: be ready to explain something complicated simply and to stay calm through a tricky customer scenario.
- Practise once out loud with a friend or a mock interview — the more you rehearse, the calmer and clearer you will be on the day.
- Send a short thank-you message within a day that refers to something specific you discussed — most freshers skip this, and it is remembered.
- Spend 30 to 60 minutes beforehand on the company's site, recent news and LinkedIn, so you can name one specific reason you want to join when they ask.
- Re-read the job description and prepare two projects or coursework examples that map directly to what it asks for.