Lead II - BPM - Voice process lead

8 - 11 Years
1 Opening
Chennai, Kochi, Trivandrum

Job Title: Lead – International Voice Process Experience: 8 to 13 Years

Location: Chennai Domain: Any (BPO/KPO/ITeS) – Open to all industry backgrounds

Work Mode: onsite

Job Summary:

We are looking for an experienced and dynamic Lead – International Voice Process to manage and drive performance in a global customer support environment. The ideal candidate should have strong team management experience, excellent communication skills, and the ability to drive KPIs across multiple international geographies.

Key Responsibilities:

• Lead and manage a team of customer support executives handling international voice-based operations.

• Monitor daily operations and ensure service levels and KPIs (AHT, FCR, CSAT, SLA) are met.

• Conduct regular team huddles, performance reviews, and mentoring sessions.

• Handle escalations, resolve customer issues efficiently, and improve satisfaction scores.

• Coordinate with QA and Training teams for continuous upskilling and quality improvements.

• Ensure process compliance, data accuracy, and adherence to global standards.

• Analyze metrics and generate reports for leadership and client presentations.

• Work across time zones and manage shift schedules effectively.

Required Skills & Qualifications:

• 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.

Skills

Healthcare,Claims,Customer Care,International Voice Process

Healthcare,Claims,Customer Care,International Voice Process