Voice Operations Supervisor

3 days ago

Guntur, Andhra Pradesh, India beBeeTeamManager Full time ₹ 9,00,000 - ₹ 12,00,000

Job Overview:

The Team Manager - International Voice Process will be responsible for overseeing the smooth daily operations of our voice process.


Key Responsibilities:

  • Team Management:
  • Supervise a team of voice agents, monitor their performance and ensure they adhere to targets (KPIs like call quality, average handling time, resolution rate, etc.).
  • Handle team scheduling and attendance.
  • Provide coaching, feedback, and performance evaluations to improve agent productivity and morale.


Operations Oversight:

  • Ensure that all processes are running efficiently and effectively.
  • Manage escalations and resolve complex customer issues in a timely manner.
  • Maintain service level agreements (SLAs) and ensure that quality standards are met.


Training and Development:

  • Assist in onboarding and training new team members to ensure they have the necessary skills and knowledge to perform their roles effectively.
  • Organize regular skill development and process refresher sessions to improve agent capabilities and stay up-to-date with industry best practices.


Reporting and Analysis:

  • Track and report team metrics to measure performance and identify areas for improvement.
  • Analyze data to identify trends, gaps, and opportunities for growth.


Client and Stakeholder Communication:

  • Liaise with international clients and internal stakeholders to ensure seamless communication and collaboration.
  • Share updates, feedback, and improvement plans to keep stakeholders informed and engaged.

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