Voice Process Manager

1 week ago

Anand, Gujarat, India beBeeLeadership Full time ₹ 50,00,000 - ₹ 1,00,00,000
Team Leader Operations Job Description

Job Summary:

We are seeking an experienced and skilled Team Leader to oversee the smooth daily operations of our international voice process. The ideal candidate will have strong leadership and management skills, with a proven track record of success in team management, operations oversight, training and development, and reporting and analysis.

  • Key Responsibilities:
    • Supervise a team of voice agents, ensuring they have the necessary resources and support to perform their duties effectively.
    • Monitor performance and ensure adherence to targets (KPIs such as call quality, average handling time, resolution rate, etc.).
    • Handle team scheduling and attendance, ensuring that all team members are aware of their responsibilities and deadlines.
    • Provide coaching, feedback, and performance evaluations to help team members improve their skills and performance.
  • Operations Oversight:
    • Ensure the smooth daily operations of the voice process, including managing escalations and resolving complex customer issues.
    • Maintain service level agreements (SLAs) and ensure quality standards are met.
  • Training and Development:
    • Assist in onboarding and training new team members, ensuring they have the necessary knowledge and skills to perform their duties.
    • Organize regular skill development and process refresher sessions to help team members stay up-to-date with best practices and company policies.
  • Reporting and Analysis:
    • Track and report team metrics, identifying areas for improvement and opportunities for growth.
    • Analyze data to identify trends, gaps, and areas for improvement, providing insights and recommendations to senior management.
  • Client and Stakeholder Communication:
    • Liaise with international clients and internal stakeholders, sharing updates, feedback, and improvement plans.
    • Develop and maintain strong relationships with clients and stakeholders, ensuring open communication and transparency throughout the partnership.

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