Customer Relationship Head (US Voice Processing)

Job Description :

Responsibilities

• Lead and manage our international voice processing teams, fostering a culture of excellence, innovation, and continuous improvement.
• Redefine and streamline international voice process operations, leveraging your experience to enhance efficiency, quality, and customer satisfaction.
• Evaluate and implement cutting-edge technologies and methodologies to drive process improvements and operational excellence.
• Collaborate with cross-functional teams to develop and implement strategies that align with organizational goals and objectives.
• Mentor, coach, and develop team members, promoting skill development and career growth.
• Monitor and analyze performance metrics and KPIs, driving data-driven decisions and improvements.
• Stay informed about industry trends, regulations, and best practices, applying this knowledge to drive innovation and change.
• Manage and resolve complex customer issues, ensuring timely and effective solutions.
• Prepare and present regular reports on team performance and the impact of process improvements to senior management.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 7+ years of progressive experience in international voice process roles.
• Proven track record of managing and leading international voice process teams.
• Strong leadership skills with the ability to inspire and motivate teams.
• Exceptional English communication skills, both written and verbal.
• Demonstrated expertise in redefining processes, implementing technology solutions, and transforming team cultures.
• Strong problem-solving and decision-making abilities.
• Familiarity with customer relationship management (CRM) tools is an advantage.
• Work in night shifts (9:30 PM to 6:30 AM) from our Elippode office premises at Thiruvananthapuram.