Voice process lead

TNQ TECHNOLOGIES PRIVATE LIMITED

0 years

2 - 5 Lacs

chennai

Posted:2 days ago| Platform: GlassDoor logo

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Skills Required

support service mentoring resolve training compliance data analyze metrics reports leadership zones

Work Mode

On-site

Job Type

Full Time

Job Description

Lead and manage a team of customer support executives handling international voice-based operations. Monitor daily operations and ensure service levels and KPIs (AHT, FCR, CSAT, SLA) are met. Conduct regular team huddles, performance reviews, and mentoring sessions. Handle escalations, resolve customer issues efficiently, and improve satisfaction scores. Coordinate with QA and Training teams for continuous upskilling and quality improvements. Ensure process compliance, data accuracy, and adherence to global standards. Analyze metrics and generate reports for leadership and client presentations. Work across time zones and manage shift schedules effectively.

Job Types: Full-time, Part-time, Permanent, Fresher

Pay: ₹19,620.55 - ₹45,681.93 per month

Expected hours: 24 per week

Benefits:

Provident Fund

Work Location: In person

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