Lead and enhance the customer experience (CX) in our Voice support channels.
Utilize strong leadership, a passion for customer satisfaction, and deep Voice process knowledge to develop a knowledgeable, customer-focused team.
Serve as the communication link between frontline and management to ensure superior CX delivery.
Key Responsibilities
Ensure the team meets or exceeds sales goals, service level agreements, quality standards, and productivity benchmarks.
Guide and support Voice agents, fostering a positive work environment and ensuring they deliver outstanding customer service in every interaction.
Create and refine processes for the IVR (Interactive Voice Response) system to improve efficiency, effectiveness, and personalization in customer service.
Work closely with IT, Operations, and Training departments to streamline voice processes and systems, ensuring they align with customer needs and expectations.
Continuously monitor live Voice conversations to spot areas for improvement, providing immediate feedback and coaching to agents to enhance performance.
Regularly review call performance metrics, such as response times and first contact resolution rates, to identify trends and areas needing improvement.
Implement and maintain quality assurance protocols to ensure all voice interactions are consistent, accurate, and adhere to our policies and standards.
Keep up with the latest industry best practices and emerging trends in Voice support and customer experience management, integrating these insights into team operations.
Handle escalated customer issues with empathy and effective problem-solving, aiming to resolve issues promptly and restore customer confidence.
Promote a culture of continuous improvement within the team, encouraging innovation and creativity to enhance the customer experience.
