
Voice Process Excellence Specialist
1 day ago
We are seeking an accomplished Process Efficiency Lead to oversee voice-based business process teams.
Key Responsibilities:- Lead voice processes across multiple teams and projects
- Manage key performance indicators and ensure service level agreement adherence
- Supervise Team Leads, Trainers, and Quality Assurance professionals
- Collaborate with clients and manage escalations
- Optimize staffing, costs, and productivity
- Mentor future leaders and drive continuous improvement initiatives
Our ideal candidate will have 10+ years of experience in business process outsourcing, with at least 3 years of experience in voice process management.
Requirements:- Strong knowledge of contact center metrics, workforce management, and reporting tools
- Experience with international processes (US, UK, AU)
- Proficient in Microsoft Excel, PowerPoint, CRM, and dialers
- Knowledge of COPC, Six Sigma, and Lean methodologies (preferred)
- MBA or relevant postgraduate degree (desired)
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