Executive Director

Role Overview: You will be responsible for managing and overseeing teams that handle customer interactions through phone calls with international clients in the BPO industry. Your primary focus will be on ensuring high-quality customer service, meeting operational targets, and driving performance within the voice process teams. Key Responsibilities: - Lead, mentor, and motivate customer service representatives handling international voice interactions - Monitor key performance indicators (KPIs), set performance targets, and implement strategies to enhance team performance - Ensure adherence to quality standards in customer interactions and build strong relationships with international clients - Identify areas for process improvement, enhance efficiency and customer experience, provide training and development opportunities for team members - Generate reports on team performance, analyze data to provide insights to management - Handle escalated customer complaints, resolve complex issues professionally, ensure optimal staffing levels, manage budgets effectively, and stay updated with industry trends and technological advancements Qualification Required: - Excellent communication skills in English and potentially other languages - Strong leadership abilities and problem-solving skills - Customer-focused mindset, technical proficiency in CRM systems and call center technology - Relevant experience in international voice processes or customer service management - Adaptability to changing priorities and diverse customer interactions Additional Details: This role as a Director for an International Voice Process can serve as a pathway to higher-level management positions within the organization, such as Head of Operations, Vice President of Customer Service, or other related roles, offering opportunities for further career advancement.,