Voice Process Manager

Company: Xpress Health
Location: Goa
Job Type: Full-time / Permanent

Job Summary

We are looking for an experienced Voice Process Manager to lead and manage voice-based customer service operations. The role will be responsible for managing call-centre teams, ensuring high-quality customer interactions, monitoring operational performance, and driving team productivity and service excellence.

The ideal candidate must have strong spoken English, excellent leadership and communication skills, and proven experience managing teams in a call centre, BPO, customer service, or voice process environment.

Key Responsibilities

- Manage and oversee day-to-day voice process and customer service operations.
- Lead, motivate, and manage a team of Voice Process Executives and Team Leaders.
- Monitor team performance against key metrics including call volumes, productivity, conversion, response time, customer satisfaction, and quality scores.
- Set clear performance expectations and ensure team members consistently achieve assigned targets.
- Conduct regular performance reviews, one-to-one meetings, coaching, and feedback sessions.
- Monitor calls and conduct quality audits to ensure professional communication and adherence to company standards.
- Identify performance gaps and implement appropriate coaching and improvement plans.
- Handle escalated customer issues and ensure timely and effective resolution.
- Develop and implement strategies to improve customer experience, team productivity, and overall process efficiency.
- Work closely with HR, Training, Operations, and other departments to address process and performance-related requirements.
- Identify training needs and work with the L&D;/Training team to improve communication, call handling, and customer service skills.
- Prepare and maintain daily, weekly,



and monthly performance reports.
- Analyse operational data and identify trends, challenges, and opportunities for improvement.
- Ensure adherence to company policies, processes, compliance requirements, and customer service standards.
- Support recruitment, onboarding, and training of new team members when required.
- Drive a positive, accountable, and high-performance team culture.

Key Skills & Competencies

- Excellent spoken and written English communication skills.
- Strong leadership and people-management skills.
- Excellent customer service and call-handling knowledge.
- Strong understanding of call-centre operations and voice processes.
- Ability to monitor and improve call quality and customer experience.
- Strong analytical and problem-solving skills.
- Ability to manage targets and performance metrics.
- Excellent coaching, mentoring, and conflict-resolution skills.
- Strong organisational and time-management abilities.
- Ability to work effectively in a fast-paced, target-driven environment.
- Professional, confident, proactive, and results-oriented approach.

Mandatory Experience & Qualifications

- Bachelor’s degree in any discipline.
- Minimum 2–3 years of experience in a call centre, BPO, customer service, contact centre, or voice process setting.
- Previous team management experience is mandatory.
- Experience managing a team of Voice Process Executives, Customer Service Executives, or Call Centre Agents is required.
- Strong spoken English and professional communication skills are essential.
- Proven experience working with call quality, productivity, customer satisfaction, and operational KPIs.
- Experience with CRM, call-centre, ticketing, or workforce management systems is an advantage.
- Healthcare, staffing, or international customer service experience will be an added advantage.

Work Location: In person

📌 Voice Process Manager (India)
🏢 Xpress Health
📍 India