US PROCESS EXPERT (VOICE PROCESS)

Industry & Sector

• Handle high-volume US inbound and outbound voice interactions—technical support, billing/account queries, and sales conversions—while meeting service-level agreements and quality standards.
• Resolve complex customer issues end-to-end, execute escalation protocols, and coordinate with cross-functional teams to ensure timely closure.
• Accurately log interactions and manage case records using CRM and CTI tools (Salesforce, Genesys/NICE CXone) following standard operating procedures.
• Drive and consistently meet individual and team KPIs (AHT, FCR, CSAT, conversion rates); identify process gaps and suggest efficiency improvements.
• Work on-site across US-shift schedules, adhere to attendance and security policies, and support change management during process updates.
• Support onboarding and mentoring of new hires, contribute to the knowledge base, and participate in quality assurance and training initiatives.
  

Skills & Qualifications

Must-Have

• 2+ years experience in US voice contact center operations (inbound/outbound)
• Fluent spoken English with neutral American (US) accent and strong comprehension
• Hands-on experience with Salesforce Service Cloud and one or more contact center platforms (Genesys, NICE CXone)
• Proven track record meeting KPIs such as AHT, FCR, CSAT, and SLA adherence
• Ability to work on-site in India across rotational US-shift timings
  

Preferred

• Familiarity with Zendesk, Avaya, or predictive dialer systems
• Experience supporting SaaS, telecom, or technical support accounts
• Previous experience mentoring peers or conducting small-group training
  

• Competitive CTC with shift allowances and performance-based incentives
• Structured learning paths and clear career progression to Senior Process Expert or Team Lead roles
• Collaborative, on-site contact center environment with regular coaching and measurable growth metrics