Deputy Manager - International Voice process

We are seeking an experienced Associate Manager to join our international voice process team. The successful candidate will be responsible for overseeing the daily operations of a team, driving performance, and ensuring high-quality customer interactions.

About the Role

Responsibilities

• Team Management: Lead and manage a team of customer service representatives and team leads to achieve business objectives and deliver high-quality customer experiences.
• Performance Management: Monitor and manage team performance metrics, such as service level, first call resolution, and customer satisfaction.
• Quality Assurance: Ensure adherence to quality standards, processes, and procedures, and implement corrective actions to address quality issues.
• Process Improvement: Identify areas for process improvement and collaborate with stakeholders to implement changes.
• Training and Development: Develop and deliver training content to agents on products/services, processes, and procedures.
• Customer Escalations: Handle complex customer escalations and provide solutions or alternatives to resolve issues.
• Reporting and Analysis: Analyze team performance data and provide insights to inform business decisions.

Qualifications

• Education: Bachelor's degree in any discipline.
• Experience: Minimum 2-3 years of experience in a leadership role in a voice process or customer service environment.

Required Skills

• Strong leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Familiarity with reporting and analysis.

Preferred Skills

• Language Skills: Proficiency in English language (speaking, reading, and writing).