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Hexaware Technologies
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Customer Service International Voice Supervisor - BPS

Customer Service International Voice Supervisor - BPS

Hexaware Technologies

0 - 3 years

|

4 - 7 Lacs

mumbai pune chennai

Posted:6 days ago| Platform:

Apply

Skills Required

customer service training bps calling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities:

Supervise and lead a team of international voice associates to meet daily operational goals.
Ensure team members consistently achieve KPIs such as AHT, FCR, CSAT, Quality, and SLA compliance.
Provide real-time floor support for escalated or complex customer interactions.
Conduct regular coaching, feedback, and performance reviews to enhance associate skills and productivity.
Monitor call quality, compliance, and adherence to process guidelines.
Coordinate with Quality, Workforce, Training, and Operations teams to maintain process excellence.
Handle customer escalation calls and ensure prompt and accurate resolution.
Prepare daily/weekly/monthly performance reports and present insights to management.

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Hexaware Technologies

IT Services and IT Consulting

Navi Mumbai Maharashtra

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