Voice Process Customer Care Executive

Manpowergroup Services India; Gurugram District; On-site; INR 400,000 - 650,000; Full time

Job summary

IBM is seeking a Professional (Lead) - Operations to ensure client SLA adherence and performance metrics. The role requires flexibility to work in shifts and delivering thoughtful, creative solutions within a dynamic team environment.

The candidate will escalate customer queries, support the team, and drive performance improvements. Strong communication and analytical skills are essential to thrive in this challenging setting.

Qualifications

• Good communication skills with fluency.
• Ability to work under pressure situations.
• Analytics skill.
• Judgment and decision making skill.

Responsibilities

• Meet all agreed client SLAs and performance parameters.
• Provide first-line escalation support for customer queries to ensure exceptional service.
• Foster development of the team.
• Identify concerns and underperformance and take corrective measures.
• Ensure quality reporting and collaborate with Operations Manager to build effective measurement and reward systems based on data.
• Interact periodically with middle and senior management of client companies.

Skills

Communication skills

Work under pressure

Analytics

Decision making

Education

Graduation or equivalent

Job description

Your Role and Responsibilities

As Professional (Lead) -Operations, you are responsible for client SLA & performance parameters. You should be flexible to work in shifts. If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here.

Responsibilities

• Responsible for meeting all agreed to client SLA's and performance parameters
• Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service
• Directly responsible for fostering the development of the team
• Identify areas of concern and under performance and take corrective measures
• Ensure quality reporting and work with the Operations Manager to build a highly effective measurement and reward systems based on data
• Periodically interact with the middle and senior management of client companies

Eligibility :

• College Graduates or Equivalent (10+2+3) (Liberal Arts in Commerce or Life Sciences preferred)
• 0-1 Yrs Work Experience in BPO Operations

Required Expertise:

• Good Communication Skills with fluency
• Ability to work under pressure situations
• Analytics Skill
• Judgment and Decision making skill

Preferred Expertise:

• Ambitious individual who can work under their own direction towards agreed targets/goals.
• Proven change management and be open to it good time management and work under tight deadlines
• Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
• Maintain technical knowledge by attending educational workshops, reviewing publications.

We wish you great success in your career and encourage you to bring your best self to work with IBM.