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Roles and Responsibilities - Manage a team of voice process professionals to achieve customer satisfaction, shrinkage, and attrition targets. - Coach and develop team members to improve their performance and adhere to SLA standards. - Oversee daily operations, ensuring timely completion of tasks and meeting KPIs such as AHT, CSAT, NSAT, ROASter Management. - Identify areas for improvement and implement strategies to reduce shrinkage and attrition rates. - Collaborate with other teams to resolve issues related to inbound/outbound calls. Desired Candidate Profile - Solid understanding of voice support processes (inbound/outbound) with knowledge of domestic processes. - Excellent communication skills with ability to coach/develop team members effectively. - Proficiency in managing teams using various tools like roaster management software etc. .