Job Title

Team Management & Leadership: Led a team of ___ agents in a high-volume international voice process, ensuring optimal staffing, coaching, and performance management.SLA & KPI Management: Monitored and improved key operational metrics including AHT, CSAT, NPS, FCR, Quality scores, schedule adherence, and attendance.Performance Optimization: Conducted regular one-on-one coaching, performance reviews, and skill development sessions to enhance agent productivity and reduce operational gaps.Client Interaction & Reporting: Coordinated with client stakeholders for weekly and monthly business reviews, performance updates, and action plans to meet SLA expectations.Process Improvement: Identified process bottlenecks and implemented solutions such as call flow optimization, SOP updates, and quality calibration, resulting in improved efficiency and reduced error rates.Escalation Management: Handled customer escalations, ensured timely resolution, and implemented preventive measures to avoid repeat complaints.Training & Development: Organized refresher training, product/process updates, and communication skill enhancement to maintain high service standards.Workforce & Capacity Planning: Collaborated with WFM for forecasting, staffing, shrinkage control, and resource allocation to ensure consistent service delivery.Key Achievements:Improved CSAT by ___% through structured coaching and process redesign.Reduced AHT by ___ seconds/minutes while maintaining quality scores.Achieved SLA compliance of ___% consistently over the project duration.Reduced attrition by ___% through employee engagement and retention initiatives.Played a vital role in transitioning new processes, including training and stabilization.