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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 prospects 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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