Customer Service Domestic Voice Manager

3 days ago

Mumbai, Maharashtra, India Hexaware Technologies Full time ₹ 12,00,000 - ₹ 24,00,000 per year

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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