Job Detail

Bachelor’s degree /Diploma (candidates with back papers/arrears can be considered)

2-4 years in an international BPO voice process, with at least 1 year in a leadership role. 

Experience in handling UK, US, or Australian voice processes

Key Responsibilities:

• Team Management & Performance Monitoring

• Supervise, coach, and mentor a team of customer service representatives (CSRs) handling international voice processes.

• Monitor KPIs such as AHT (Average Handling Time), FCR (First Call Resolution), CSAT (Customer Satisfaction), and SLA adherence.
• Conduct daily team huddles, performance reviews, and feedback sessions to drive agent productivity.
• Handle escalations and complex customer issues to ensure resolution within the given time frame.
• Ensure adherence to company and client quality standards, compliance, and process guidelines.

Process Improvement & Training
• Identify gaps in performance, trends, and areas for improvement within the team.
• Work with the QA and Training teams to develop refresher sessions and skill enhancement programs.
• Assist in onboarding and training new hires to ensure a smooth transition into live operations.
• Implement best practices to enhance operational efficiency and customer experience.

Reporting & Coordination
• Prepare and share daily, weekly, and monthly performance reports with management.
• Collaborate with Operations Managers, Quality Analysts, and Trainers to optimize performance.
• Ensure roster management, shift adherence, and attendance tracking to maintain smooth workflow.

Skills:
o Excellent communication and interpersonal skills.
o Strong analytical and problem-solving abilities.
o Ability to handle pressure and manage escalations effectively.
o Proficiency in CRM tools, call monitoring software, and MS Office.
o Understanding of international customer service standards, accent neutrality, and soft skills.
o Willing to work in UK shift
o Sat and Sun fixed off
o Service process