Voice Process Leader

23 hours ago

Chennai, Tamil Nadu, India beBeeTeam Full time ₹ 60,00,000 - ₹ 1,20,00,000

As a professional in our international voice process team, you will have the opportunity to lead and motivate a team of customer service representatives and team leads.

You will be responsible for driving team performance and ensuring high-quality customer interactions. Your expertise will be utilized to monitor and manage team performance metrics, such as service level, first call resolution, and customer satisfaction.

Key Responsibilities:
  • Team Management: Lead and motivate a team of customer service representatives and team leads to achieve business objectives and 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.

Mandatory qualifications include:

  • Excellent Communication Skills: Excellent communication skills both verbal and written.
  • Problem-Solving Mind-Set: A problem-solving mind-set.
  • Multitasking Ability: The ability to multitask, able to work well as an individual and as part of a team.
Designation Options:
  • Associate
  • Analyst
  • Senior Team Lead
  • Associate Manager

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