TL - International Voice Operations - Kolkata

Golden Opportunities

5 - 10 years

6 - 7 Lacs

hyderabad bengaluru

Posted:4 days ago| Platform:

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Skills Required

shrinkage aht team handling international call center sla voice process attrition voice operations international process international voice csat international bpo international voice process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities :

Lead a team of customer service representatives to achieve high levels of customer satisfaction, first contact resolution, and overall performance.
Develop and implement strategies to reduce shrinkage, attrition, AHT, CSAT, and improve International Voice Process metrics.
Collaborate with cross-functional teams to resolve complex issues related to international processes and ensure seamless communication between departments.
Analyze data reports on KPIs such as SLA compliance, call volume trends, and agent productivity to identify areas for improvement.

Job Requirements :

5-10 years of experience in an International BPO or Call Center environment.
Proven track record in leading teams towards achieving excellent customer service standards (CSAT) with minimal shrinkage/attrition rates.
Strong understanding of international voice process operations including international calling protocols and procedures.

Interested candidate can share updated resume to brindha@gojobs.biz

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