Customer Service Process Lead ( Voice)

We are seeking a proactive and experienced Customer Service Process Lead to lead our customer service team and ensure exceptional service delivery in a fast-paced environment.

Key Responsibilities:

• Supervise and manage daily customer service operations to ensure 24/7 service excellence.

• Prepare staff schedules and optimize manpower utilization based on business needs.

• Coach, mentor, and train team members to improve performance and service quality.

• Monitor call quality, team productivity, and key performance indicators (KPIs).

• Conduct performance evaluations and provide regular feedback.

• Ensure compliance with company policies, SOPs, and quality standards.

• Analyze call center reports and identify opportunities for operational improvement.

• Coordinate with IT and AVAYA support teams to resolve system issues promptly.

• Recommend process improvements and system enhancements to improve customer experience.

• Prepare operational reports and support the Customer Service Manager in achieving departmental goals.

Desired Candidate Profile

• Bachelor's degree in Business Administration or a related field.

• 3–5 years of supervisory experience in a customer service or call center environment.

• Strong leadership, communication, and problem-solving skills.

• Experience with call center systems (e.g., AVAYA) and Microsoft Office.

• Ability to work in a fast-paced, customer-focused environment.