
Voice Process Lead
4 days ago
Overview
We seek a seasoned leader to oversee voice-based business process teams. This role involves managing daily delivery and performance metrics while ensuring client satisfaction and compliance.
About the RoleThis position entails leading multiple teams, managing key performance indicators, supervising team leads and trainers, collaborating with clients, and optimizing staffing and productivity.
- Manage daily delivery and performance metrics of voice-based business process teams.
- Liaise with clients to ensure their needs are met.
- Supervise team leads and trainers to optimize team performance.
Requirements
To succeed in this role, you will need:
- 10+ years in BPO.
- 3+ years in voice process management.
- Strong knowledge of contact center metrics, work force management, and reporting tools.
- Proficiency in Microsoft Office and CRM software.
Bonus Points
A strong understanding of work-life balance and employee well-being would be beneficial for this role.
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