About the Job

We are seeking an experienced International Voice Process Executive to join our dynamic team. In this role, you will be responsible for managing and optimizing our international voice operations, ensuring seamless customer interactions and driving operational excellence.

Roles & Responsibilities

• Oversee and coordinate the day-to-day operations of the international voice team, including call handling, customer support, and quality assurance
• Develop and implement strategies to improve call handling efficiency, reduce wait times, and enhance the overall customer experience
• Analyze call volume, customer feedback, and performance metrics to identify areas for improvement and implement targeted solutions
• Collaborate with cross-functional teams to streamline processes, identify and resolve bottlenecks, and drive continuous optimization
• Provide coaching and mentorship to the international voice team, fostering a culture of excellence and continuous learning
• Stay up-to-date with industry trends, best practices, and technological advancements to ensure the team is equipped with the latest tools and techniques

Required Skills & Qualifications

• Proven experience in a customer support or call center management role, preferably in an international or multilingual environment
• Excellent communication and interpersonal skills, with the ability to effectively interact with team members and stakeholders
• Strong problem-solving and decision-making abilities, with a focus on driving operational efficiency and improving customer satisfaction
• Proficient in data analysis and performance reporting, with the ability to interpret and leverage metrics to inform strategic decisions
• Familiarity with call center technologies and software, including call routing, workforce management, and quality monitoring tools
• Excellent organizational and time management skills, with the ability to prioritize and multitask effectively