Job Title

We are seeking an experienced Associate Manager to join our international voice process team. The successful candidate will be responsible for overseeing the daily operations of a team, driving performance, and ensuring high-quality customer interactions. About the Role : The Associate Manager will lead and manage a team of customer service representatives and team leads to achieve business objectives and deliver high-quality customer experiences. Responsibilities : Team Management : Lead and manage a team of customer service representatives and team leads to achieve business objectives and deliver high-quality customer experiences. Performance Management : Monitor and manage team performance metrics, such as service level, first call resolution, and customer satisfaction. Quality Assurance : Ensure adherence to quality standards, processes, and procedures, and implement corrective actions to address quality issues. Process Improvement : Identify areas for process improvement and collaborate with stakeholders to implement changes. Training and Development : Develop and deliver training content to agents on products/services, processes, and procedures. Customer Escalations : Handle complex customer escalations and provide solutions or alternatives to resolve issues. Reporting and Analysis : Analyze team performance data and provide insights to inform business decisions. Qualifications : Education : Bachelor's degree in any discipline. Experience : Minimum 2-3 years of experience in a leadership role in a voice process or customer service environment. Required Skills : Strong leadership and team management skills. Excellent communication, interpersonal, and problem-solving skills. Ability to work in a fast-paced environment and handle multiple priorities. Familiarity with reporting and analysis. Preferred Skills : Language Skills : Proficiency in English language (speaking, reading, and writing).