International Voice Process Manager
3 days ago
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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