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- Lead and manage a team of voice process agents.
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- Drive team performance against SLAs, KPIs, quality, and customer satisfaction metrics.
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- Handle escalations, coaching, and performance management.
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- Coordinate with QA, Training, and Workforce teams.
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- Manage shift operations, attendance, and reporting.
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- Identify process improvement opportunities and implement solutions.
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Requirements:
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- 4+ years of experience in International Voice Process.
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- 1–2 years of team handling experience.
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- Excellent communication and leadership skills.
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- Experience with CRM tools and performance reporting.
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- US customer handling experience preferred.
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- Willingness to work in night/rotational shifts.
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📌 US Voice Operations TL || QA (Sahibzada Ajit Singh Nagar)
🏢 Impetus Career Consultants
📍 Sahibzada Ajit Singh Nagar
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