to manage a team of voice process executives operating in the
US shift
. The ideal candidate will have strong leadership skills, excellent communication abilities, and a proven track record of managing and motivating teams to achieve performance targets in a call center/BPO environment.
Key Responsibilities:
Manage day-to-day operations of the voice process team.
Monitor team performance and ensure targets (KPIs/SLAs) are consistently met or exceeded.
Conduct regular performance reviews, provide coaching and feedback, and implement improvement plans.
Handle escalated calls and resolve customer complaints effectively.
Ensure adherence to quality standards and compliance guidelines.
Generate and analyze reports on team performance, productivity, and customer feedback.
Coordinate with Quality, Training, and Workforce Management teams to ensure seamless operations.
Motivate and inspire the team to achieve high levels of engagement and performance.
Conduct regular team meetings, updates, and one-on-ones with team members.
Support recruitment, onboarding, and training of new team members.
Manage attendance, scheduling, and shift rosters.
Required Skills & Qualifications:
Minimum
2-4 years of experience
in a voice-based BPO/Call Center environment.
At least
1 year of experience in a Team Leader .
Excellent verbal and written communication skills.
Strong analytical, problem-solving, and decision-making abilities.
Hands-on experience with CRM tools and call center software
Ability to manage performance and drive results in a fast-paced, target-driven environment.
Flexibility to work
night shifts (US timings)
.
Preferred Qualifications:
Graduate in any discipline (preferred).
Experience working with US clients/customers.
Knowledge of workforce management and reporting tools.
What We Offer:
Competitive salary and night shift allowances.
Performance-based incentives.
Professional growth and career development opportunities.
Supportive and collaborative work culture.
Job Type: Full-time
Pay: ₹20,000.00 - ₹25,000.00 per year
Schedule:
Night shift
Work Location: In person
Speak with the employer
+91 9399791966
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