Manager-Customer Care Voice-Inbound

In this role, you will be responsible for managing and leading a team of supervisors, agents, and other staff involved in voice and chat processes. You will provide guidance, training, and performance feedback to ensure high morale and productivity within the team. It will be your responsibility to foster a positive and motivating work environment that encourages continuous improvement and collaboration among team members. Key Responsibilities: - 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 to ensure high morale and productivity. - Foster a positive and motivating work environment, encouraging continuous improvement and collaboration. - Monitor operational performance across voice and chat processes to identify 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. Qualifications Required: - Experience in team leadership and management roles. - Strong communication and interpersonal skills. - Ability to analyze data and identify areas for improvement. - Familiarity with customer service principles and practices. - Knowledge of standard operating procedure development. ,