Process Executive ( Voice) - Manager

The Process Executive – Voice is responsible for handling inbound and outbound customer calls, resolving queries, providing accurate information and ensuring customer satisfaction. The role demands strong communication skills, problem-solving ability and a customer-first approach.

Job Description:

Key Responsibilities

1. Lead, manage and mentor the voice support team.
2. Oversee day-to-day operations, call flow, workload allocation and staffing.
3. Set and monitor KPIs such as AHT, CSAT, FCR and quality compliance.
4. Manage escalations, critical issues and client communication.
5. Conduct regular training sessions, performance evaluations and quality audits.
6. Implement process enhancements based on customer insights and feedback.
7. Prepare detailed reports for management on productivity and service efficiency.

Required Skills

1. Strong leadership and team management abilities.
2. Excellent communication, escalation handling and decision-making skills.
3. Deep knowledge of voice operations, metrics and service quality frameworks.
4. Advanced understanding of CRM tools, call monitoring systems and analytics.
5. Ability to manage large teams and ensure continuous process improvement.

Who Can Apply

1. Senior professionals with 6–12 years of experience in voice process management.
2. Team leads or managers from BPO/Customer Experience/Contact Centre environments.
3. Individuals with proven experience in leading teams and driving service performance.