07 Aug
|
IntouchCX
|
Hyderabad
07 Aug
IntouchCX
Hyderabad
Roles and Responsibilities :
- Lead a team of customer service representatives to achieve operational excellence in handling international voice processes.
- Manage attrition, shrinkage, and escalations to maintain high levels of productivity and quality.
- Develop and implement strategies to improve customer satisfaction (CSAT) scores through effective communication and issue resolution.
- Collaborate with other teams to identify areas for improvement and implement changes that drive business results.
Job Requirements :
- 3-6 years of experience in BPO/Call Centre environment with expertise in International Voice Process or US Voice Process.
- Robust understanding of Attrition Management, Escalation Management, SLA Management, and CSAT principles.
- Proven track record in leading teams towards achieving operational efficiency gains through effective leadership skills.
📌 Operations Team Lead (Hyderabad)
🏢 IntouchCX
📍 Hyderabad