SME/TL - International Voice - Bangalore & Hyderabad

Location: Bangalore, Hyderabad   •   Experience: Mid Level   •   Openings: 10
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Job description

SME/TL - International Voice

We are seeking a highly skilled and experienced SME/TL - International Voice to join our team in Bangalore & Hyderabad. The ideal candidate will have a strong background in International BPO, International Voice, and Voice Operations, with excellent communication skills and experience in Team Management & Development.

Location

Bangalore & Hyderabad

Responsibilities

  • Manage and lead a team of voice process professionals to achieve high-quality service delivery and customer satisfaction.
  • Develop and implement process improvements to increase efficiency and productivity in the voice operations.
  • Provide excellent communication and support to customers through inbound and outbound voice calls.
  • Collaborate with cross-functional teams to resolve customer complaints and issues.
  • Conduct regular team meetings and provide feedback to team members to ensure they are meeting performance expectations.
  • Develop and implement training programs to enhance the skills and knowledge of team members.
  • Monitor and analyze team performance metrics to identify areas for improvement.

Requirements

  • 4-10 years of experience in International BPO, International Voice, and Voice Operations.
  • Excellent communication and interpersonal skills.
  • Strong leadership and team management skills.
  • Ability to analyze and resolve complex customer complaints and issues.
  • Experience in process improvement and change management.
  • Strong knowledge of voice process and operations.
  • Ability to work in a fast-paced environment and meet deadlines.

Benefits

  • Opportunity to work with a leading company in the BPO industry.
  • Chance to develop and implement process improvements and lead a team of voice process professionals.
  • Competitive salary and bonus structure.
  • Opportunities for career growth and professional development.
  • Comprehensive training and development programs.
  • Recognition and rewards for outstanding performance.