About the Role
- Team Management & Leadership:
- Led a team of agents in a high-volume international voice process, ensuring optimal staffing, coaching, and performance management.
- SLA & KPI Management:
- Monitored and improved key operational metrics including AHT, CSAT, NPS, FCR, Quality scores, schedule adherence, and attendance.
- Performance Optimization:
- Conducted regular one-on-one coaching, performance reviews, and skill development sessions to enhance agent productivity and reduce operational gaps.
- Client Interaction & Reporting:
- Coordinated with client stakeholders for weekly and monthly business reviews, performance updates, and action plans to meet SLA expectations.
- Process Improvement:
- Identified process bottlenecks and implemented solutions such as call flow optimization, SOP updates, and quality calibration, resulting in improved efficiency and reduced error ra...
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