Voice Process Lead

1 day ago

Chennai, Tamil Nadu, India beBeeLeadership Full time ₹ 6,00,000 - ₹ 12,00,000

Job Title: Voice Process Lead

We are seeking a highly skilled and experienced professional to lead our international voice process team.

The successful candidate will be responsible for driving team performance, ensuring high-quality customer interactions, and achieving business objectives.

  • Leading a team of customer service representatives and team leads
  • Driving team performance
  • Ensuring high-quality customer interactions

Key Responsibilities:

  • Team Management: Motivate and coach a team of customer service representatives and team leads to deliver high-quality customer experiences.
  • Performance Management: Monitor and manage team performance metrics, such as service level, first call resolution, and customer satisfaction.
  • Quality Assurance: Ensure adherence to quality standards, processes, and procedures, and implement corrective actions to address quality issues.
  • Process Improvement: Identify areas for process improvement and collaborate with stakeholders to implement changes.
  • Customer Escalations: Handle complex customer escalations and provide solutions or alternatives to resolve issues.
  • Reporting and Analysis: Analyze team performance data and provide insights to inform business decisions.

Requirements:

  • Education: Bachelor's degree in any discipline.
  • Experience: Minimum 1-6 years of experience in a voice process or customer service environment.
  • Skills:
    • Strong leadership and team management skills.
    • Excellent communication, interpersonal, and problem-solving skills.
    • Ability to work in a fast-paced environment and handle multiple priorities.
  • Language Skills: Proficiency in English language (speaking, reading, and writing).

About Us:

We offer a dynamic and supportive work environment that fosters growth and development. Our team is passionate about delivering exceptional customer experiences and making a positive impact on our customers' lives.

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