Key Responsibilities:
- Manage day-to-day operations of the voice process (inbound/outbound/tele-sales/customer support).
- Lead a team of supervisors, team leaders, and agents to meet performance KPIs & SLAs.
- Monitor call quality, customer satisfaction, and agent productivity.
- Implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
- Drive training and development initiatives to improve communication and service delivery.
- Handle escalations and ensure timely resolution of customer concerns.
- Work closely with clients/stakeholders to ensure alignment on process requirements.
- Prepare MIS reports and share performance insights with management.
- Implement process improvements to enhance efficiency and customer experience.
- Ensure compliance with company policies, quality standards, and data security protocols.
Requirements:
- Postgraduate in any discipline.
- 4-8 years of experience in BPO/call center, with at least 2 years in a managerial/supervisory role.
- Strong expertise in voice process management (domestic/international).
- Excellent communication, coaching, and people management skills.
- Hands-on experience with call center technologies, dialers, and reporting tools.
- Ability to manage performance metrics like AHT, CSAT, FCR, and attrition.
- Willingness to work in rotational shifts (including night shifts, if required).
What We Offer:
- Fast-paced career growth opportunities.
- Training & development programs for professional enhancement.
- Exposure to global/domestic client processes
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