International Voice Process Manager

3 days ago


Kolkata, West Bengal, India Demographic HR Services Full time
Job Description

We're Hiring: An Experienced Team Leader to Drive Customer Satisfaction and Employee Engagement in Our International Voice Process.

Responsibilities:
  • Develop and implement effective strategies to drive customer satisfaction and employee engagement.
  • Supervise and lead daily operations of the Customer Service (Voice) team.
  • Ensure consistent meeting of CSAT and ASAT scores.
  • Implement personalized coaching plans to improve bottom quartile performers.
  • Manage escalations and drive quick resolutions.
  • Track and reduce attrition and shrinkage.
  • Ensure KPI adherence and foster a positive work environment.

Requirements:
  • Experience as a Team Leader in an International BPO.
  • Strong understanding of CSAT, ASAT, and TL Matrix.
  • Excellent communication skills.
  • Proven leadership skills.
  • Data-driven mindset.
  • Experience in managing attrition, shrinkage, and bottom quartile performers.

Benefits:
  • Fast-track Career Growth.
  • Global Exposure.
  • Training and Development.
  • Competitive Salary and Incentives.


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