01Overview
Roles and Responsibilities
- Manage a team of voice process professionals to achieve customer satisfaction, shrinkage, and attrition targets.
- Coach and develop team members to improve their performance and adhere to SLA standards.
- Oversee daily operations, ensuring timely completion of tasks and meeting KPIs such as AHT, CSAT, NSAT, ROASter Management.
- Identify areas for improvement and implement strategies to reduce shrinkage and attrition rates.
- Collaborate with other teams to resolve issues related to inbound/outbound calls.
Desired Candidate Profile
- Solid understanding of voice support processes (inbound/outbound) with knowledge of domestic processes.
- Excellent communication skills with ability to coach/develop team members effectively.
- Proficiency in managing teams using various tools like roaster management software etc. .
