Voice Process Operations Manager
3 days ago
Key Responsibilities:
- Lead a team to manage day-to-day voice process operations, ensuring seamless customer interactions.
- Develop strategies to enhance first-call resolution and reduce average handling time.
- Drive training initiatives to improve communication skills and service delivery.
- Handle escalations and resolve customer concerns in a timely manner.
- Work with stakeholders to align on process requirements and ensure compliance.
- Monitor call quality, customer satisfaction, and agent productivity metrics.
Job Requirements:
- Bachelor's/Master's degree in any discipline.
- 4-8 years of experience in BPO/call center management, with at least 2 years in a supervisory role.
- Strong expertise in voice process management.
- Excellent leadership, coaching, and communication skills.
- Hands-on experience with call center technologies and reporting tools.
We Offer:
- Competitive salary package and performance-based incentives.
- Career growth opportunities.
- Training & development programs.
Skill Enhancement
- Average Handling Time (AHT).
- Customer Satisfaction (CSAT).
- First Call Resolution (FCR).
- Attrition Management.
About the Role
This is an excellent opportunity for experienced professionals to take on a leadership role and drive business growth.
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