Job
Description
As a Senior Head Voice Process at our company located in Jaipur, your role will involve leading and managing the voice support team to deliver high-quality customer service. You will set clear performance goals and KPIs for the team, train and mentor team members, and monitor performance to ensure continuous improvement. Your strategic thinking skills will be essential in driving initiatives to improve customer satisfaction, retention, and operational efficiency. Additionally, you will analyze market trends, competitor activities, and customer feedback to recommend adjustments to support processes and identify new opportunities for service enhancement and business growth. **Key Responsibilities:** - Lead and manage the voice support team to deliver high-quality customer service. - Set clear performance goals and KPIs for the team. - Train, mentor, and coach team members to achieve individual and team targets. - Monitor performance and provide regular feedback to ensure continuous improvement. - Drive initiatives to improve customer satisfaction, retention, and operational efficiency. - Work with senior management to align customer support strategies with business goals. - Identify new opportunities for service enhancement and business growth. - Analyze customer feedback, market trends, and competitor activities. - Recommend adjustments to support processes based on market needs and company goals. - Ensure timely and accurate achievement of individual and team targets. - Use performance dashboards and reports to track and manage productivity. - Create and present detailed reports on team performance and market analysis. - Ensure smooth communication within the team and across departments. - Resolve escalated issues professionally and efficiently. - Develop and enforce SOPs for consistent service delivery. - Identify process gaps and lead initiatives for continuous improvement. - Maintain high levels of quality, compliance, and data security. **Qualifications Required:** - Minimum 3 years of experience in voice-based customer support (team management experience preferred). - Strong background in team management, performance optimization, and customer service operations. - Excellent communication skills in English, Hindi, and regional languages if needed. - Experience in performance monitoring, KPI management, and strategic thinking. - Ability to analyze market trends, conduct business insight, and drive business growth initiatives. - Proficiency in training and development, CRM tools, call center technology, conflict resolution, and escalation handling. - Adaptability and stress management skills. Please note that this is a full-time, permanent position located in Jaipur, Rajasthan. Day shift availability is required for this role. If you are passionate about customer satisfaction, team leadership, and operational excellence, we encourage you to apply and be a part of our dynamic team. As a Senior Head Voice Process at our company located in Jaipur, your role will involve leading and managing the voice support team to deliver high-quality customer service. You will set clear performance goals and KPIs for the team, train and mentor team members, and monitor performance to ensure continuous improvement. Your strategic thinking skills will be essential in driving initiatives to improve customer satisfaction, retention, and operational efficiency. Additionally, you will analyze market trends, competitor activities, and customer feedback to recommend adjustments to support processes and identify new opportunities for service enhancement and business growth. **Key Responsibilities:** - Lead and manage the voice support team to deliver high-quality customer service. - Set clear performance goals and KPIs for the team. - Train, mentor, and coach team members to achieve individual and team targets. - Monitor performance and provide regular feedback to ensure continuous improvement. - Drive initiatives to improve customer satisfaction, retention, and operational efficiency. - Work with senior management to align customer support strategies with business goals. - Identify new opportunities for service enhancement and business growth. - Analyze customer feedback, market trends, and competitor activities. - Recommend adjustments to support processes based on market needs and company goals. - Ensure timely and accurate achievement of individual and team targets. - Use performance dashboards and reports to track and manage productivity. - Create and present detailed reports on team performance and market analysis. - Ensure smooth communication within the team and across departments. - Resolve escalated issues professionally and efficiently. - Develop and enforce SOPs for consistent service delivery. - Identify process gaps and lead initiatives for continuous improvement. - Maintain high levels of quality, compliance, and data security. **Qualifications Required:** - Minimum 3 years of experience in voice-based custome
