Senior Voice Process Manager

4 days ago


Madurai, Tamil Nadu, India beBeeLeadership Full time ₹ 12,00,000 - ₹ 17,00,000

Job Title: Team Leader Operations

We are seeking a seasoned leader to oversee our international voice process team.

Key Responsibilities:
  • Team Management:
  • Direct a group of voice agents, focusing on performance improvement and target adherence (KPIs like call quality, average handling time, resolution rate, etc.).
  • Maintain team scheduling and attendance.
  • Provide coaching, feedback, and performance evaluations to team members.
  • Operations Oversight:
  • Ensure seamless daily operations for the voice process.
  • Manage complex customer issues and escalate as necessary.
  • Maintain service level agreements (SLAs) and quality standards.
  • Training and Development:
  • Support new team member onboarding and training sessions.
  • Organize regular skill development and process refresher sessions.
  • Reporting and Analysis:
  • Track and report key team metrics.
  • Analyze data to identify trends, gaps, and areas for improvement.
  • Client and Stakeholder Communication:
  • Liaise with international clients and internal stakeholders to share updates, feedback, and improvement plans.


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