Manager-Customer Care Voice-Inbound

7 days ago

Pune, Maharashtra, India EXL Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Description

Key Responsibilities: 1. Team Leadership & Management: Manage and lead a team of supervisors, agents, and other staff involved in voice and chat processes. Provide guidance, training, and performance feedback to staff, ensuring high morale and productivity. Foster a positive and motivating work environment, encouraging continuous improvement and collaboration. Optimization: Monitor operational performance across voice and chat processes, identifying bottlenecks and inefficiencies. Implement strategies to streamline workflows, enhance customer satisfaction, and meet service level agreements (SLAs). Develop and maintain a well-documented standard operating procedure (SOP) for voice and chat processes. 

Responsibilities

3. Performance Management: Track key performance indicators (KPIs) such as call/chat volume, response times, quality, customer satisfaction (CSAT), and first contact resolution (FCR). Conduct regular performance reviews with the team to ensure adherence to targets and identify areas for improvement. Take corrective actions as needed to address performance gaps and optimize team output. 4. Customer Experience Focus: Ensure that customer interactions (both voice and chat) are handled in a professional, efficient, and effective manner. Implement strategies to enhance the customer experience and improve customer retention. Act as an escalation point for complex customer issues that require resolution beyond frontline agents. 5. Technology & Tools Management: Oversee the use of contact center technology and platforms (e.g., CRM, chat systems, workforce management 

Qualifications

Bachelor Degree Min 8 years

7. Compliance & Quality Assurance: Ensure that all operations comply with company policies, industry regulations, and legal requirements. Work closely with quality assurance teams to monitor call/chat quality and identify training needs. Develop and enforce quality standards to guarantee that agents consistently meet or exceed expectations. 8. Budget & Resource Management: Manage operational budgets, staffing requirements, and resource allocation to ensure the contact center operates within budgetary constraints. Plan for seasonal variations in call/chat volume and adjust staffing levels accordingly.

  • customer Care

    1 day ago

    Pune, Maharashtra, India 3a130bcc-86e0-49fb-8881-4fa629bb93f2 Full time ₹ 3,00,000 - ₹ 9,00,000 per year

    About the position:We (Kohler India Technical Center) are a captive global center providing technical and nontechnical support for all the businesses and product lines for Kohler India (Kitchen and Bath).We are looking for enthusiastic Customer Care Executives to join our team and support our Kohler India Kitchen and Bath customers through various channels...

  • Executive-Customer Care Voice-Inbound

    3 days ago

    Pune, Maharashtra, India EXL Talent Acquisition Team Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Receiving Inbound Calls and providing customer service supportReview Medical ClaimsCheck debit card statusAssist members in filing their claimsWebsite assistance

  • customer care

    3 days ago

    Pune, Maharashtra, India Kohler Co. Full time ₹ 36,00,000 - ₹ 54,00,000 per year

    About UsAt Kohler, our mission is to help people live gracious, healthy, and sustainable lives. We believe that empowering our associates is essential to making this vision a reality. That's why we invest in personal and professional growth, encourage collaboration across teams and functions, and offer a comprehensive wellness package that supports the...

  • Executive-Customer Care Voice-Inbound

    1 week ago

    Pune, Maharashtra, India EXL Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    DescriptionResponsible for answering phones, directing calls, contacting providers, and accurate and timely patient scheduling. Provides efficient, effective, quality customer service for Primary Care scope of workResponsibilitiesResponsible for answering phones, directing calls, contacting providers, and assist customers. Provides efficient, effective,...

  • Senior Manager-Customer Care Voice-Inbound

    1 week ago

    Pune, Maharashtra, India EXL Full time ₹ 1,20,000 - ₹ 6,00,000 per year

    DescriptionOperational Leadership:Oversee day-to-day operations of voice and blended processes, ensuring SLAs, KPIs, and quality metrics are consistently met. Team Management:Lead, mentor, and develop a team of managers, team leaders, and associates to foster a high-performance culture. Process Optimization:Identify and implement process improvements to...

  • Customer Service Representative-Customer Care Voice-Inbound

    1 day ago

    Pune, Maharashtra, India EXL Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    DescriptionHandling inbound/outbound calls from the customers.ResponsibilitiesEnsure that the assigned targets are met in accordance with SLA and Internal standards.Qualifications15+ Years of education (Graduate)

  • Executive-Customer Care Voice-Inbound

    2 weeks ago

    Pune, Maharashtra, India EXL Talent Acquisition Team Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Responsible for answering phones, directing calls, contacting providers, and accurate and timely patient scheduling. Provides efficient, effective, quality customer service for Primary Care scope of work

  • Assistant Manager-Customer Care Voice-Inbound

    1 week ago

    Pune, Maharashtra, India EXL Full time US$ 40,000 - US$ 80,000 per year

    DescriptionJob Description:Provide comprehensive healthcare management to facilitate delivery of appropriate quality healthcare, promote cost effective outcomes and improve program/operational efficiency involving clinical issues. ;Position OverviewThe primary role is to meet the service level agreement of the process by coaching the CSRs/Nurse Associates to...

  • Customer Care Executive

    1 week ago

    Pune, Maharashtra, India Apex One Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Job Role: We are hiring enthusiastic and customer-oriented professionals for our International Voice Process. If you have excellent communication skills and are looking to build a career in the BPO/ITeS sector, this is your opportunity Key Responsibilities: Handle inbound/outbound calls for international customers. Resolve queries and provide appropriate...

  • Customer Care Executive

    1 week ago

    Pune, Maharashtra, India Growinity Solutions LLP Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Job Responsibilities:Provide exceptional customer support through inbound voice calls in a professional and courteous manner.Address customer queries, troubleshoot issues, and provide resolutions as per company guidelines.Ensure customer satisfaction by offering tailored solutions and maintaining high-quality service standards.Handle escalations, if...