Responsibilities include but not limited to:
- Lead and manage our international voice processing teams, fostering a culture of excellence, innovation, and continuous improvement.
- Redefine and streamline international voice process operations, leveraging your experience to enhance efficiency, quality, and customer satisfaction.
- Evaluate and implement cutting-edge technologies and methodologies to drive process improvements and operational excellence.
- Collaborate with cross-functional teams to develop and implement strategies that align with organizational goals and objectives.
- Mentor, coach, and develop team members, promoting skill development and career growth.
- Monitor and analyze performance metrics and KPIs, driving data-driven decisions and improvements.
- Stay informed about industry trends, regulations, and best practices, applying this knowledge to drive innovation and change.
- Manage and resolve complex customer issues, ensuring timely and effective solutions.
- Prepare and present regular reports on team performance and the impact of process improvements to senior management.
Qualifications:
- Bachelors degree or equivalent experience in a related field.
- 7+ years of progressive experience in international voice process roles.
- Proven track record of managing and leading international voice process teams.
- Strong leadership skills with the ability to inspire and motivate teams.
- Exceptional English communication skills, both written and verbal.
- Demonstrated expertise in redefining processes, implementing technology solutions, and transforming team cultures.
- Strong problem-solving and decision-making abilities.
- Familiarity with customer relationship management (CRM) tools is an advantage.
- Work in night shifts (9:30 PM to 6:30 AM) from our Elippode office premises at Thiruvananthapuram.
- Immediate joiners preferred
- Prefer candidates from Trivandrum location
Candidates may send resumes to [Confidential Information]
