Customer Relationship Head (US Voice Process)

<p>Responsibilities include but not limited to:</p><p><br></p><ul><li>Lead and manage our international voice processing teams, fostering a culture of excellence, innovation, and continuous improvement.</li><li>Redefine and streamline international voice process operations, leveraging your experience to enhance efficiency, quality, and customer satisfaction.</li><li>Evaluate and implement cutting-edge technologies and methodologies to drive process improvements and operational excellence.</li><li>Collaborate with cross-functional teams to develop and implement strategies that align with organizational goals and objectives.</li><li>Mentor, coach, and develop team members, promoting skill development and career growth.</li><li>Monitor and analyze performance metrics and KPIs, driving data-driven decisions and improvements.</li><li>Stay informed about industry trends, regulations, and best practices, applying this knowledge to drive innovation and change.</li><li>Manage and resolve complex customer issues, ensuring timely and effective solutions.</li><li>Prepare and present regular reports on team performance and the impact of process improvements to senior management.</li></ul><p><br></p><p>Qualifications:</p><ul><li>Bachelors degree or equivalent experience in a related field.</li><li>7+ years of progressive experience in international voice process roles.</li><li>Proven track record of managing and leading international voice process teams.</li><li>Strong leadership skills with the ability to inspire and motivate teams.</li><li>Exceptional English communication skills, both written and verbal.</li><li>Demonstrated expertise in redefining processes, implementing technology solutions, and transforming team cultures.</li><li>Strong problem-solving and decision-making abilities.</li><li>Familiarity with customer relationship management (CRM) tools is an advantage.</li><li>Work in night shifts (9:30 PM to 6:30 AM) from our Elippode office premises at Thiruvananthapuram.</li><li>Immediate joiners preferred</li><li>Prefer candidates from Trivandrum location</li></ul><p><br></p><p><br></p><p>Candidates may send resumes to (e-mail removed)</p>