BPO SME Voice

Job summary

The BPO SME Voice role requires a seasoned professional with 5 to 7 years of experience in the BPO industry. The candidate will leverage their expertise in voice processes to enhance customer interactions and drive operational excellence. Proficiency in MS Office is essential along with strong English language skills. The position offers a hybrid work model with rotational shifts.

Responsibilities

• Manage and optimize voice process operations to ensure high-quality customer service and satisfaction.
• Collaborate with cross-functional teams to identify areas for process improvement and implement effective solutions.
• Utilize MS Office tools to analyze data generate reports and support decision-making processes.
• Monitor and evaluate team performance providing constructive feedback and guidance to achieve targets.
• Develop and maintain comprehensive documentation of processes and procedures to ensure consistency and compliance.
• Facilitate training sessions to enhance team skills and knowledge in voice processes and customer interaction.
• Address customer inquiries and resolve issues promptly to maintain positive relationships and trust.
• Implement strategies to enhance customer experience and streamline communication channels.
• Coordinate with stakeholders to align voice process objectives with overall business goals.
• Ensure adherence to company policies and industry regulations in all voice process activities.
• Conduct regular audits to assess process efficiency and identify opportunities for improvement.
• Drive innovation by exploring new technologies and methodologies to enhance voice process capabilities.
• Support the development of best practices and standards for voice process operations. Qualifications
• Demonstrate proficiency in MS Office applications including Excel Word and PowerPoint to support operational tasks.
• Exhibit strong communication skills in English both written and spoken to effectively interact with customers and teams.
• Possess a deep understanding of voice process dynamics and customer service principles.
• Showcase problem-solving abilities to address challenges and optimize process performance.
• Display adaptability to work in rotational shifts and a hybrid work model.
• Bring experience in managing and improving BPO voice processes to drive business success.
• Highlight attention to detail and organizational skills to maintain process accuracy and efficiency.

Certifications Required

Certification in MS Office applications is recommended.