
Voice Process Executive
1 week ago
This role is responsible for overseeing the day-to-day operations of a voice process, encompassing inbound, outbound, tele-sales, and customer support.
Main Responsibilities:- Manage Day-to-Day Operations: Direct team members to achieve performance goals & service level agreements (SLAs).
- Monitor Quality and Productivity: Ensure call quality, customer satisfaction, and agent productivity meet or exceed expectations.
- Implement Strategies: Enhance first-call resolution (FCR) and reduce average handling time (AHT).
- Drive Training and Development: Improve communication and service delivery through coaching and training initiatives.
- Handle Escalations: Resolve customer concerns in a timely manner.
- Client Alignment: Collaborate with clients/stakeholders to ensure alignment on process requirements.
- MIS Reporting: Prepare reports and share performance insights with management.
- Education: A graduate/postgraduate degree in any discipline.
- Experience: 4-8 years in BPO/call center, with at least 2 years in a managerial/supervisory role.
- Skills: Strong expertise in voice process management, excellent communication, coaching, and people management skills.
- Technology: Hands-on experience with call center technologies, dialers, and reporting tools.
- Performance Metrics: Ability to manage metrics like AHT, CSAT, FCR, and attrition.
- Attractive Salary Package: Competitive salary package + performance-based incentives.
- Career Growth Opportunities: Fast-paced career growth opportunities.
- Training and Development: Professional enhancement through training & development programs.
- Global Exposure: Exposure to global/domestic client processes.
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