- Manage a team of TLs and customer support representatives to ensure excellent customer service delivery.
- Develop and implement effective strategies to improve customer satisfaction, retention, and loyalty.
- Collaborate with cross-functional teams to resolve complex issues and escalations in a timely manner.
- Analyze performance metrics to identify areas for improvement and develop action plans to address them.
Job Requirements :
- 4-10 years of experience in BPO or call center environment with expertise in inbound process management.
- Proven track record of delivering exceptional customer care through voice processing services.
- Solid understanding of outsourced customer support operations and ability to manage multiple priorities simultaneously.