Business Advisory Senior Analyst-Voice
Core
Lead and coach a team of agents providing multi-channel customer support (inbound, outbound, email, chat, social media, SMS) to ensure service excellence and operational performance.
Role type
Senior Team Lead / Operations Manager (Customer Support)
Builds
Customer support operations across multiple channels for a client
Domain
Customer Service / Contact Center Operations
Required skills
Team leadership, coaching and mentoring, multi-channel operations management, conflict resolution, data analysis, stakeholder collaboration, SAP, Salesforce
Preferred skills
Certifications in customer service or leadership
Responsibilities
Lead, motivate, and coach a team of contact centre agents to achieve performance targets; Monitor and manage day-to-day operations across all communication channels; Support agents in handling complex complaints, escalations, and sensitive consumer cases; Review team and individual performance data, identify trends, and drive continuous improvement; Prepare and present daily/weekly/monthly performance reports; Collaborate with cross-functional teams to resolve systemic issues and improve processes; Manage team schedules, attendance, and adherence to shift timings; Ensure adherence to quality, compliance, and data protection standards; Utilize SAP and Salesforce to oversee case management and performance metrics; Identify opportunities for upselling and service enhancement through agent training.
Seniority
Senior, hands-on IC with team management
