Customer Service International Voice Supervisor

This role involves leading and supervising a team of customer service representatives handling international voice interactions. The supervisor will be responsible for ensuring high-quality service delivery, maintaining team performance, and resolving escalated customer issues. This position requires strong leadership skills, excellent communication abilities, and a commitment to providing exceptional customer experiences.

Key Responsibilities:

Supervise and mentor a team of customer service agents.
Monitor team performance and provide coaching and feedback.
Handle escalated customer inquiries and resolve complex issues.
Ensure adherence to quality standards and service level agreements.
Develop and implement training programs for team members.
Maintain accurate records of customer interactions and team performance.
Identify and implement process improvements to enhance efficiency and customer satisfaction.

Requirements/Qualifications:

0-3 years of experience in customer service, with supervisory experience preferred.
Excellent communication and interpersonal skills.
Strong leadership and team management abilities.
Ability to handle difficult situations and resolve conflicts effectively.
Proficiency in customer service software and tools.
Ability to work in a fast-paced environment.
Strong problem-solving skills.

About the Company:

Hexaware Technologies is a global provider of information technology and business process services. The company focuses on helping businesses transform and improve their operations through innovative technology solutions and services across various industries.