- Supervise, guide, and mentor a team of international voice agents to achieve daily, weekly, and monthly performance targets.
- Manage call queues, allocate workflow, and ensure smooth operational delivery across shifts.
- Conduct regular coaching sessions, feedback discussions, and performance evaluations for team members.
- Monitor call quality, ensure adherence to scripts, process guidelines, and client expectations.
- Handle escalations professionally and provide effective resolutions to customer issues.
- Analyze MIS reports, daily call metrics, AHT, CSAT, QA scores, and other KPIs to identify gaps and improvement areas.
- Collaborate with QA, Training, Workforce Management, and Client Services teams to maintain overall service standards.
- Ensure compliance with organizational policies, data security, and global customer service protocols.
- Drive team motivation, maintain high morale, and support employee development initiatives.
- Participate in client calls, business reviews, and process improvement discussions.
Key Achievements (Sample Points you can customize):
- Improved team CSAT scores by __%.
- Reduced AHT by __% through coaching and process optimization.
- Successfully handled escalation management with consistent positive feedback from clients.
- Achieved __% SLA adherence for consecutive months.
- Trained new hires and built a high-performing team for international voice support.
