Customer Service International Voice Supervisor

3 days ago

Chennai, Tamil Nadu, India Hexaware Technologies Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Summary:

The Customer Service International Voice Supervisor is responsible for leading and managing a team of customer service representatives handling international voice processes. The role ensures delivery of high-quality service, achievement of SLAs, and adherence to company standards while maintaining excellent customer satisfaction and team performance.

Key Responsibilities:

Team Leadership & Operations Management:

  • Supervise and motivate a team of international voice associates to achieve performance goals (AHT, CSAT, FCR, Quality, and Attendance).
  • Manage daily operations, monitor call volumes, and ensure staffing levels meet service demands.
  • Conduct team briefings, performance reviews, and coaching sessions regularly.
  • Handle escalated customer interactions and provide timely resolutions.
  • Ensure compliance with company policies, process guidelines, and client requirements.

Performance Management:

  • Analyze team performance metrics and take corrective actions when necessary.
  • Implement action plans to improve productivity, quality, and customer satisfaction.
  • Conduct root cause analysis for service issues and recommend process improvements.
  • Track attendance, schedule adherence, and attrition to maintain operational efficiency.

Training & Development:

  • Identify training needs and coordinate with the L&D team for skill enhancement.
  • Mentor new hires and ensure smooth transition from training to operations.
  • Foster a positive, engaging, and high-performance team culture.

Client & Process Management:

  • Liaise with clients or internal stakeholders for updates, feedback, and escalations.
  • Prepare and present daily/weekly/monthly performance reports.
  • Support process transitions, audits, and quality initiatives as required.

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