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Executive Director - BPO Operations (Global Experience)

18 - 27 years

40 - 45 Lacs

Posted:1 day ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

manages and oversees teams that handle customer interactions via phone calls with international clients

  • Team Leadership:

    Leading, mentoring, and motivating teams of customer service representatives handling international voice interactions.
  • Performance Management:

    Monitoring key performance indicators (KPIs), setting performance targets, and implementing strategies to improve team performance.
  • Quality Assurance:

    Ensuring adherence to quality standards in all customer interactions, including call handling, issue resolution, and customer satisfaction.
  • Customer Relationship Management:

    Building and maintaining strong relationships with international clients, understanding their needs, and addressing their concerns effectively.
  • Process Optimization:

    Identifying areas for process improvement and implementing strategies to enhance efficiency and customer experience.
  • Training and Development:

    Providing training and development opportunities for team members to enhance their skills and knowledge.
  • Reporting and Analysis:

    Generating reports on team performance, analyzing data, and providing insights to management.
  • Conflict Resolution:

    Handling escalated customer complaints and resolving complex issues in a timely and professional manner.
  • Resource Management:

    Ensuring optimal staffing levels, managing budgets, and allocating resources effectively.
  • Staying Updated:

    Keeping abreast of industry trends, best practices, and technological advancements in the field of international voice process.

Skills and Qualifications:

  • Excellent Communication Skills:

    Exceptional verbal and written communication skills in English, and potentially other languages depending on the specific international market.
  • Strong Leadership Abilities:

    Proven ability to lead, motivate, and manage teams effectively.
  • Problem-Solving Skills:

    Ability to analyze complex issues, identify root causes, and develop effective solutions.
  • Customer Focus:

    A strong commitment to providing excellent customer service and exceeding customer expectations.
  • Technical Proficiency:

    Familiarity with CRM systems, call center technology, and other relevant software.
  • Experience:

    Relevant experience in international voice process or customer service management.
  • Adaptability:

    Ability to adapt to changing priorities, work under pressure, and handle diverse customer interactions.

Career Path:

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Yunay Consultancy Services
Yunay Consultancy Services

Consulting

Business City

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