Customer Service International Voice Lead - BPS

Hexaware Technologies

1 - 5 years

7 - 11 Lacs

mumbai pune chennai

Posted:1 week ago| Platform:

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Skills Required

customer service microsoft office bps team management sla

Work Mode

Hybrid

Job Type

Full Time

Job Description

Customer Service International Voice Lead-BPS - Active Listening, Assertive communication, Client Management, Domain expertise,
Microsoft Office, Problem Solving, SLA Management, Team Management, Time Management

Role Overview

The Customer Service International Voice Lead will oversee a team handling international voice-based customer support operations. The role involves ensuring service excellence, meeting SLA targets, driving team performance, mentoring agents, and managing escalations in a fast-paced BPS environment.

Key Responsibilities

Lead and manage a team of international voice customer service representatives.
Monitor daily operations and ensure adherence to SLAs, quality standards, and productivity metrics.
Handle escalated customer queries and provide quick, effective resolution.
Conduct regular team huddles, performance reviews, and coaching sessions.
Train new team members on process updates, communication skills, and customer handling.
Track team performance using KPIs such as AHT, CSAT, FCR, QA scores, and attendance.
Prepare daily/weekly/monthly reports and share insights with management.
Collaborate with QA, Training, and Operations teams to improve overall process efficiency.
Ensure compliance with company policies, data security guidelines, and international communication standards.
Identify performance gaps and implement action plans for continuous improvement.

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