Job Description
Role &responsibilities
Manage day‑to‑day operations of international voice processes (US/UK/Australia)
Ensure SLA, KPI, and productivity targets are consistently met
Monitor call metrics including AHT, CSAT, Quality, and Adherence
Handle escalations and ensure timely resolution of customer and client issues
Team Management:
Lead and manage Team Leaders and frontline associates
Conduct regular performance reviews, coaching, and feedback sessions
Support agent engagement, motivation, and retention initiatives
Ensure effective shift planning and resource utilization
Quality & Process Improvement:
Work closely with Quality and Training teams to improve call performance
Identify process gaps and implement corrective action plans
Drive continuous improvement initiatives to enhance customer experience
Client & Stakeholder Management:
Act as a point of contact for client communication and updates
Participate in client calls, reviews, and performa...
Manage day‑to‑day operations of international voice processes (US/UK/Australia)
Ensure SLA, KPI, and productivity targets are consistently met
Monitor call metrics including AHT, CSAT, Quality, and Adherence
Handle escalations and ensure timely resolution of customer and client issues
Team Management:
Lead and manage Team Leaders and frontline associates
Conduct regular performance reviews, coaching, and feedback sessions
Support agent engagement, motivation, and retention initiatives
Ensure effective shift planning and resource utilization
Quality & Process Improvement:
Work closely with Quality and Training teams to improve call performance
Identify process gaps and implement corrective action plans
Drive continuous improvement initiatives to enhance customer experience
Client & Stakeholder Management:
Act as a point of contact for client communication and updates
Participate in client calls, reviews, and performa...
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