Ecorgy Solutions

Customer Relationship Head (US Voice Processing)

Customer Relationship Head (US Voice Processing)

Job location: Elippode, Trivandrum, Kerala
Experience : Minimum 7 years of experience in US voice processing & 3 years in managing voice process teams
Qualification: Bachelor’s degree or equivalent experience in a related field.
Job Description :


  • 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.


  • 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.

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