
Senior Voice Process Manager
4 days ago
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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Voice Process Associate
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Madurai, Tamil Nadu, India Jen Services Full time US$ 50,000 - US$ 1,00,000 per yearResponsibilities:* Provide exceptional customer care through voice processing* Manage international healthcare queries via phone and email* Collaborate with healthcare teams on case resolutionsAnnual bonusOver time allowance
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2 weeks ago
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Chief Legal Process Manager
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