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 performance discussions
  • Coordinate with cross‑functional teams (QA, Training, HR, WFM)

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