Customer Service Domestic Voice Manager
1 week ago
Key Responsibilities:
- Lead, manage, and motivate a team of Customer Service Executives handling inbound and outbound voice processes for domestic clients.
- Drive achievement of KPIs including CSAT, AHT, FCR, Quality, and SLA adherence.
- Monitor daily operations, analyze call reports and dashboards, and implement corrective actions as needed.
- Manage workforce planning, staffing, scheduling, and real-time queue management.
- Handle escalations and ensure prompt and effective resolution of customer issues.
- Collaborate with Quality, Training, and Workforce Management (WFM) teams to enhance performance and productivity.
- Conduct regular performance reviews, feedback sessions, and coaching for team members.
- Identify process improvement opportunities to enhance customer experience and operational efficiency.
- Ensure compliance with client requirements, process documentation, and internal policies.
- Prepare and present operational and performance reports to senior leadership and clients.
- Foster a culture of customer focus, accountability, and continuous improvement.
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