UI Developer

3 days ago

Bengaluru, Karnataka, India Nutanix Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Summary:

As a Domestic Voice Supervisor in a BPS environment, you will lead a team of voice agents (handling calls from domestic customers), ensure quality, meet KPIs (SLAs, AHT, CSAT), and manage escalations and process improvements.

Responsibilities:

  • Supervise a team of domestic voice customer service agents (inbound/outbound calls)
  • Monitor agent performance, conduct coaching, feedback, training, and quality reviews
  • Handle escalated customer calls or issues beyond agent level
  • Ensure team meets KPIs: Average Handling Time (AHT), First Call Resolution (FCR), Service Level (SL), Customer Satisfaction (CSAT)
  • Prepare and present operational metrics and reports to management
  • Assist in recruitment, onboarding, and scheduling of agents
  • Implement process improvements to enhance efficiency, reduce errors, and improve customer experience
  • Ensure adherence to SOPs, call scripts, policies, and compliance standards
  • Motivate the team, manage attendance, morale, and workforce planning

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