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Direct walk in Drive For International customer support -Voice process

Direct walk in Drive For International customer support -Voice process

Sagility India

4 - 9 years

5 - 15 Lacs

hyderabad

Posted:3 weeks ago| Platform:

Apply

Skills Required

bpo voice process customer support international inbound process inbound customer service customer service us voice process international call center contact center operations inbound calls international voice inbound voice process bpo voice international bpo

Work Mode

Work from Office

Job Type

Full Time

Job Description

- Hyderabad

24th& 25th

, Purva Summit Building , 3rd floor , White Field Road, Whitefields, Hitec City, Kondapur , Hyderabad, Telangana 500081

in international contact Centre (Inbound Voice)

Open in Voice process:

Team Leader operations
Quality Specialist
Process Trainers.
Assistant managers Operations
Managers Operations
Senior Manager Operations

About the Process:

Open Positions & Key Responsibilities

1. Team Leader (TL) Inbound US Voice Responsibilities:

Manage and motivate a team of customer support executives handling inbound calls from US customers.
Monitor performance metrics including CSAT, AHT, Quality, and Attendance.
Conduct daily huddles, provide feedback and performance coaching.
Handle escalations and ensure timely resolution of customer issues.
Prepare performance reports and coordinate with stakeholders.

2. Quality Analyst (QA) Inbound US Voice Responsibilities:

Audit inbound customer interactions for compliance and service quality.
Identify process gaps and suggest corrective actions.
Maintain quality reports and share insights with operations.
Conduct calibrations and support performance improvement plans.

3. Process Trainer Inbound US Voice Responsibilities:

Conduct new hire and process training for inbound customer service teams.
Create and update training content and assessments.
Track trainee performance and ensure smooth handover to operations.
Partner with QA and Operations to identify training needs and skill gaps.

Eligibility Criteria:

Any Graduate
Excellent
English communication skills
(both verbal and written).
Prior experience in
Inbound US /UK /Australian Voice Process
is
mandatory
.
Immediate joiners preferred.

Walk in & meet our recruitment team: Rani: 8096033091

| Seema: 8309217838 |rani.ramchandani@sagility.com | seema.madhavi@sagility.com

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