Assistant Manager - International Voice Process

Role Overview: You will be leading a team in an international voice process, ensuring smooth operations, maintaining customer satisfaction, and driving performance improvements. Your key responsibilities will include managing and mentoring Team Leads, overseeing customer interactions, monitoring KPIs and SLAs, addressing complex customer issues, conducting coaching sessions for team performance enhancement, working closely with international clients, and identifying areas for process improvement. Key Responsibilities: - Manage and mentor Team Leads for smooth operations - Oversee customer interactions for high-quality service delivery - Monitor KPIs and SLAs for performance management - Address complex customer issues for timely resolution - Conduct coaching sessions for team performance enhancement - Work closely with international clients for maintaining service standards - Identify areas for process improvement and implement best practices Qualification Required: - Strong communication and leadership skills - Proficiency in problem-solving and decision-making - Knowledge of CRM and Call Center tools - Effective time management and multitasking abilities - Cultural sensitivity and customer focus Additional Details: This role is based in Bangalore within the ITES/BPO/KPO industry, focusing on ITES/BPO/Customer Service and IT-Telecom and ISP functions. The educational qualification required is a Bachelor's degree. This is a full-time, permanent employment opportunity. Key Skills: - Attrition Management - Leadership & Team Management - Performance Management - Stakeholder Management If you are a proactive leader with excellent communication skills, adept at managing teams, and passionate about delivering exceptional customer service in an international voice process environment, we encourage you to apply for this Assistant Manager position.,