Customer Service International Voice Supervisor
3 days ago
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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