Customer Service Process Lead (Voice)

Job Description Roles & Responsibilities 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. Employment Type Full Time Company Industry ConstructionCivil Engineering Department / Functional Area HelpdeskCustomer ServiceTelecalling Keywords Call Center OperationsSenior Customer Service RepresentativeTeam LeadershipCustomer Experience SupervisorService Team ManagerOperations Supervisor Customer ServiceCustomer Service Management Get real-time job updates only on our App