Senior Head – Voice Process (Customer Support)

Job Description

Location: Jaipur - 200ft bypass Experience: Minimum 3 years in voice-based customer support (team management experience preferred) Employment Type: Full-Time Industry: Customer Support / BPO / Call Center Shift: [Timings 11 AM to 08 PM / 10 AM to 07 PM] Job Summary: We are looking for an experienced and dynamic Senior Head – Voice Process to lead and manage our customer support team. The ideal candidate will have a strong background in voice-based customer service operations, team management, and performance optimization. This role requires a strategic thinker who can help grow the business, understand market needs, analyze trends, and ensure the team achieves their targets consistently. If you are passionate about customer satisfaction, team leadership, and operational excellence, we’d love to hear from you. Roles and Responsibilities: Team Management & Leadership 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. Business Growth & Strategy 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. Market Understanding & Analysis Analyze customer feedback, market trends, and competitor activities. Recommend adjustments to support processes based on market needs and company goals. Stay updated with industry developments and apply insights to improve services. Performance Monitoring & Target Achievement Ensure timely and accurate achievement of individual and team targets. Use performance dashboards and reports to track and manage productivity. Take corrective actions when performance deviates from targets. Reporting & Communication 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. Process & Quality Improvement 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. Key Skills Required: Team Leadership and People Management Customer Support (Voice Process) Excellent Communication (English/Hindi/Regional languages if needed) Performance Monitoring and KPI Management Strategic Thinking and Problem Solving Market Analysis and Business Insight Training and Development CRM Tools and Call Center Technology Conflict Resolution and Escalation Handling Adaptability and Stress Management Show more Show less