Manager-Customer Care Voice-Inbound

Key Responsibilities: 1. Team Leadership & Management: Manage and lead a team of supervisors, agents, and other staff involved in voice and chat processes. Provide guidance, training, and performance feedback to staff, ensuring high morale and productivity. Foster a positive and motivating work environment, encouraging continuous improvement and collaboration. Optimization: Monitor operational performance across voice and chat processes, identifying bottlenecks and inefficiencies. Implement strategies to streamline workflows, enhance customer satisfaction, and meet service level agreements (SLAs). Develop and maintain a well-documented standard operating procedure (SOP) for voice and chat processes.