Inbound Voice Process Manager
6 days ago
Are you a seasoned professional looking for a challenging leadership role in customer support? We are seeking an experienced team lead to oversee our inbound voice process and drive excellence in customer experience.
The ideal candidate will have a proven track record of managing high-performing teams, ensuring service level agreement (SLA) adherence, and maintaining quality standards. They will be responsible for coaching, mentoring, and providing regular performance feedback to team members, as well as handling escalations effectively.
Key Responsibilities:
- Manage and lead a team of 15+ customer support executives.
- Monitor performance and ensure SLA adherence and maintain quality standards.
- Provide regular coaching, mentoring, and performance feedback to team members.
- Handle escalations effectively and ensure seamless customer experience.
Candidate Requirements:
- Minimum 2 years of experience as a team lead in inbound voice process.
- Excellent communication and interpersonal skills.
- Strong team management and problem-solving abilities.
- Experience in BPO/Customer Support domain is mandatory.
We Offer:
- Fixed US Shift timings.
- Leadership growth opportunities.
- Supportive and performance-driven work culture.
Key Qualifications:
- Hands-on experience in vendor set-up and review processes.
- Strong exposure to high-volume transactions and payment run processes.
- Well-versed in managing SLAs and KPIs in a dynamic environment.
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