Hiring For Supervisor ( Voice Process )

NLB Services

10 - 16 years

6 - 10 Lacs

gurugram

Posted:3 weeks ago| Platform:

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Skills Required

voice operation supervisor bpo people management performance improvement team handling non voice voice process voice support operation lead training strong leadership uk p&l responsilibity team of agenct operations us germany day to day operations international bpo

Work Mode

Work from Office

Job Type

Full Time

Job Description

Hiring For Supervisor-

Lead and manage large-scale voice operations (inbound/outbound) across multiple shifts and locations.
Oversee day-to-day operations, ensuring SLAs, KPIs, and client expectations are consistently met or exceeded.
Manage a team of
Agents
.
Drive
performance improvement initiatives
, process enhancements, and quality assurance. • Handle
P&L responsibilities
, cost optimization, and resource planning.
Partner with clients and internal stakeholders to ensure alignment on business goals and service delivery.
Monitor and report on key performance metrics including AHT, FCR, CSAT, NPS, and adherence.
Lead training, coaching, and career development plans for the team.
Ensure compliance with internal policies and regulatory guidelines (GDPR, ISO, etc.). • Drive employee engagement and maintain a high-performance work culture. • Manage escalation processes and ensure timely resolution of customer or client concerns. • Prepare and present performance reports, business reviews, and action plans to senior leadership and clients.

Required Skills & Qualifications:

10+ years of experience in BPO/outsourcing, with at least 3+ years in a
senior
role. • Proven expertise in handling
international voice processes
(US/UK/Germany preferred). • Strong leadership, people management, and mentoring skills.
Excellent analytical and problem-solving capabilities.
Experience in
P&L management
and strategic planning.
Proficient in using CRM tools, dialers, workforce management systems, and Microsoft Office. • Exceptional communication, client handling, and stakeholder management skills.

Immediate Joiner

Work From Office

Location Gurgaon

Milki Bisht -Cell: +91 9151206474

E-mail: milki.bisht@nlbtech.in

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