Roles and Responsibilities
- Manage a team of international voice process professionals to deliver exceptional customer service to clients across various geographies.
- Oversee daily operations, ensuring adherence to SLAs, KPIs, and performance metrics such as CSAT, TAT, attrition, shrinkage control.
- Develop and implement strategies for effective team handling, people management, and performance management.
- Collaborate with cross-functional teams to resolve complex issues and improve overall process efficiency.
- Ensure compliance with company policies and procedures while maintaining high levels of quality standards.
Desired Candidate Profile
- 5-10 years of experience in managing international voice processes or similar BPO environments.
- Solid understanding of KPIs (Key Performance Indicators), KRAs (Key Result Areas), AHT (Average Handle Time), SHRINKAGE CONTROL.
- Excellent communication skills for effective team leadership and stakeholder engagement.
Interested candidate can share updated resume to
[email protected]
📌 Team Lead - International Voice Support - Gurgaon (Madhya Pradesh)
🏢 Golden Opportunities
📍 Madhya Pradesh