Work from Office
Full Time
• Supervise and guide a team of voice executives handling inbound and outbound calls.
• Monitor call quality, service levels, and adherence to company standards.
• Handle escalated customer queries or complaints and ensure timely resolution.
• Train and motivate the team on communication skills, product knowledge, and customer handling.
• Coordinate with the operations, ticketing, and depot teams for real-time issue resolution.
• Analyze daily call reports and share insights to improve customer satisfaction.
• Ensure accurate information flow regarding schedules, cancellations, and booking procedures.
• Maintain discipline, punctuality, and performance within the team.
• Prepare performance reviews and suggest improvement plans where required.
Minimum 35 years of experience in a voice-based customer care setup
Strong verbal communication skills in Hindi, and English.
• Excellent listening, problem-solving, and conflict-resolution ability
• Good leadership and team management skills.
• Ability to multitask and stay calm under pressure.
• Basic computer knowledge (MS Office, CRM, and call monitoring tools)
Orion
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