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Lead II - BPM - Voice process lead

Lead II - BPM - Voice process lead

UST

2 - 13 years

0 Lacs

chennai tamil nadu

Posted:4 days ago| Platform: Shine logo

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Skills Required

healthcare claims customer care international voice process

Work Mode

On-site

Job Type

Full Time

Job Description

As a Lead International Voice Process with 8 to 13 years of experience, you will be responsible for managing and driving performance in a global customer support environment. Your role will involve: - Leading and managing a team of customer support executives handling international voice-based operations. - Monitoring daily operations to ensure service levels and KPIs (AHT, FCR, CSAT, SLA) are met. - Conducting regular team huddles, performance reviews, and mentoring sessions. - Handling escalations, resolving customer issues efficiently, and improving satisfaction scores. - Coordinating with QA and Training teams for continuous upskilling and quality improvements. - Ensuring process compliance, data accuracy, and adherence to global standards. - Analyzing metrics and generating reports for leadership and client presentations. - Working across time zones and managing shift schedules effectively. Qualifications required for this role include: - 8-13 years of experience in international voice process (BPO/Call Center/Customer Support). - Minimum 2 years of experience in a team lead or people management role. - Strong communication and interpersonal skills. - Proficiency in performance metrics, dashboards, and call center tools (e.g., Avaya, Genesys, etc.). - Experience in client handling, stakeholder management, and conflict resolution. - Willingness to work in night shifts and rotational shifts if required. If you possess the necessary experience and skills, and are looking to join a dynamic team in a global customer support environment, this role could be the perfect fit for you.,

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Lead II - BPM - Voice process lead