Job summary
The BPO SME Voice role requires a professional with 4 to 5 years of experience in the BPO industry focusing on voice processes. The candidate will work from the office during day shifts utilizing their expertise in MS Excel and English language skills to enhance operational efficiency and customer satisfaction. This position does not require travel.
Responsibilities
- Manage and oversee voice process operations to ensure smooth workflow and high-quality service delivery.
- Utilize MS Excel to analyze data generate reports and provide insights for process improvement.
- Collaborate with team members to develop strategies that enhance customer satisfaction and operational efficiency.
- Monitor and evaluate performance metrics to identify areas for improvement and implement corrective actions.
- Provide training and support to team members to ensure adherence to best practices and company standards.
- Communicate effectively with clients and stakeholders to address inquiries and resolve issues promptly.
- Develop and maintain documentation of processes and procedures to ensure consistency and compliance.
- Implement innovative solutions to streamline operations and reduce costs while maintaining service quality.
- Ensure compliance with company policies and industry regulations to mitigate risks and enhance service delivery.
- Foster a positive work environment that encourages teamwork collaboration and continuous improvement.
- Conduct regular audits and assessments to ensure process integrity and identify opportunities for enhancement.
- Coordinate with cross-functional teams to align objectives and achieve organizational goals.
- Drive initiatives that contribute to the companys purpose and positively impact society. Qualifications
- Demonstrate proficiency in MS Excel for data analysis and reporting.
- Exhibit strong communication skills in English both written and spoken.
- Possess a solid understanding of BPO voice processes and industry best practices.
- Showcase problem-solving skills and the ability to implement effective solutions.
- Display attention to detail and a commitment to maintaining high-quality standards.
- Have experience in training and supporting team members to achieve performance goals.
- Show adaptability and willingness to embrace new technologies and methodologies.