Manager-Customer Care Voice-Inbound

Key Responsibilities: 1. Team Leadership & Management: Manage and lead a team of supervisors, agents, and other staff involved in voice and chat processes. Provide guidance, training, and performance feedback to staff, ensuring high morale and productivity. Foster a positive and motivating work environment, encouraging continuous improvement and collaboration. Optimization: Monitor operational performance across voice and chat processes, identifying bottlenecks and inefficiencies. Implement strategies to streamline workflows, enhance customer satisfaction, and meet service level agreements (SLAs). Develop and maintain a well-documented standard operating procedure (SOP) for voice and chat processes.

Bachelor Degree Min 8 years

7. Compliance & Quality Assurance: Ensure that all operations comply with company policies, industry regulations, and legal requirements. Work closely with quality assurance teams to monitor call/chat quality and identify training needs. Develop and enforce quality standards to guarantee that agents consistently meet or exceed expectations. 8. Budget & Resource Management: Manage operational budgets, staffing requirements, and resource allocation to ensure the contact center operates within budgetary constraints. Plan for seasonal variations in call/chat volume and adjust staffing levels accordingly.

3. Performance Management: Track key performance indicators (KPIs) such as call/chat volume, response times, quality, customer satisfaction (CSAT), and first contact resolution (FCR). Conduct regular performance reviews with the team to ensure adherence to targets and identify areas for improvement. Take corrective actions as needed to address performance gaps and optimize team output. 4. Customer Experience Focus: Ensure that customer interactions (both voice and chat) are handled in a professional, efficient, and effective manner. Implement strategies to enhance the customer experience and improve customer retention. Act as an escalation point for complex customer issues that require resolution beyond frontline agents. 5. Technology & Tools Management: Oversee the use of contact center technology and platforms (e.g., CRM, chat systems, workforce management