International Voice Support Manager

• Supervise, guide, and mentor a team of international voice agents to achieve daily, weekly, and monthly performance targets.
• Manage call queues, allocate workflow, and ensure smooth operational delivery across shifts.
• Conduct regular coaching sessions, feedback discussions, and performance evaluations for team members.
• Monitor call quality, ensure adherence to scripts, process guidelines, and client expectations.
• Handle escalations professionally and provide effective resolutions to customer issues.
• Analyze MIS reports, daily call metrics, AHT, CSAT, QA scores, and other KPIs to identify gaps and improvement areas.
• Collaborate with QA, Training, Workforce Management, and Client Services teams to maintain overall service standards.
• Ensure compliance with organizational policies, data security, and global customer service protocols.
• Drive team motivation, maintain high morale, and support employee development initiat...

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