International Voice Process Manager
5 days ago
HireSquad Resources is seeking a seasoned leader to spearhead an international voice process. If you possess strong operational management skills and are currently a team leader in an international BPO, we invite you to take charge of a dynamic team.
What We're Looking For- Current Role: Must be currently working as a team leader on papers in an international voice process.
- BPO Experience: Overall 3+ years in BPO / Contact Center domain is a must.
- Team Handling Expertise: Should have hands-on experience in team handling, specifically managing metrics like attrition, shrinkage, CSAT, and SLA management.
- Communication: Excellent communication skills are essential.
- Shift Flexibility: Willingness to work in rotational US shifts.
- Availability: Immediate joiners or candidates with a maximum of 1-month notice period are preferred.
- Lead and motivate a team of international voice associates to achieve performance targets.
- Monitor and manage key operational metrics such as attrition, shrinkage, CSAT, and SLA.
- Provide regular coaching and feedback to team members to enhance their performance and development.
- Handle escalated customer issues and provide effective resolutions.
- Ensure adherence to company policies, procedures, and quality standards.
- Collaborate with other departments to drive continuous improvement initiatives.
- Opportunity to work in a fast-paced, international work environment.
Interested candidates can share their resume with HR Ankita at [HIDDEN TEXT] or call.
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