Position: Assistant Manager BPO Voice Process (Inbound/Outbound)
CTC: 35,000 per month
Job Title: Assistant Manager BPO Voice Process (Inbound/Outbound)
Location: Coimbatore - Koundampalayam
Department: Customer Support / BPO Operations
Job Summary:
We are looking for a dynamic and experienced BPO Voice Process candidate (Inbound/Outbound) to manage daily operations of the customer experience team.
Key Responsibilities:
- Manage and supervise the inbound/outbound voice support team to ensure smooth day to day operations.
- Monitor team performance, productivity and call quality.
- Ensure adherence to process guidelines, compliance, and company as well as Client policies.
- Handle client escalations and customer escalation.
- Conduct team meetings and performance reviews.
- Prepare daily/weekly/monthly MIS reports and share operational insights with management.
- Coordinate with training, quality and workforce management teams to improve process performance.
- Support hiring, training and onboarding of recent team members.
Required Skills:
- Good communication skills in English and regional language (Tamil and Malayalam)
- Experience in handling inbound voice team customer support operations.
- Good knowledge of BPO Key Parameters and performance metrics.
- Ability to manage team targets and delivering monthly assigned targets.
- Strong problem-solving and decision-making skills.
- Basic knowledge in MS Excel and reporting tools.
- Ability to work in rotational shifts if required.
Qualification:
- Graduate / Postgraduate in any discipline.
- 3-6 years of experience in BPO/Customer Support, with at least 1-2 years in a supervisory/Team Lead role.
Point of contact : Mr. K Ganapathy Subramaniam ((phone hidden))