Customer Service Domestic Voice Manager-BPS

Hexaware Technologies

1 - 4 years

5 - 9 Lacs

mumbai pune chennai

Posted:1 week ago| Platform:

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Skills Required

customer service handle escalations operations bps customer satisfaction business process issue resolution compliance sla coaching aht

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary:

The Customer Service Domestic Voice Manager will be responsible for leading and managing the domestic voice operations team within the Business Process Services (BPS) division. The role involves ensuring service excellence, achieving key performance metrics, driving customer satisfaction, and managing overall team performance.

Key Responsibilities:

Manage and lead a team of customer service executives handling domestic voice processes.
Monitor daily operations, call volumes, and service levels to ensure SLA adherence.
Conduct regular performance reviews, provide coaching, and identify training needs for the team.
Handle escalations effectively to ensure timely resolution and high customer satisfaction.
Implement process improvements to enhance efficiency and reduce AHT (Average Handling Time).
Analyze call reports, quality scores, and feedback to identify areas for improvement.
Coordinate with cross-functional teams to ensure smooth workflow and issue resolution.
Maintain a positive work environment that motivates and encourages team members.
Prepare and share weekly/monthly performance and productivity reports with management.
Ensure compliance with company policies, procedures, and quality standards.

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