Manager International Voice and Chat Process

About the Role

As a Manager of International Voice and Chat Process at Lumen Technologies, you will be responsible for overseeing a team of Associate Managers and Associates in our global customer support operations. You will play a critical role in leading and motivating your team to deliver exceptional customer experiences. This position requires a strategic thinker with strong leadership and operational skills to drive performance, optimize processes, and ensure customer satisfaction.

Key Responsibilities

• Strategic Leadership: Develop and implement strategic plans to improve customer satisfaction, operational efficiency, and team performance. Collaborate with cross-functional teams to align on business objectives and customer experience initiatives. Analyze key performance indicators (KPIs) and identify opportunities for improvement.
• Team Management: Provide ongoing coaching, mentoring, and performance management to develop and motivate your team. Foster a positive and inclusive work environment that empowers employees to succeed.
• Operational Excellence: Oversee day-to-day operations, including staffing, scheduling, and quality assurance. Optimize processes and workflows to improve efficiency and customer experience. Implement innovative solutions to enhance customer interactions and support.
• Financial Management: Manage budgets and resources effectively to achieve cost-saving goals. Monitor key financial metrics and identify opportunities for cost reduction and revenue growth.
• Customer Experience: Set and maintain high standards for customer service excellence. Resolve complex customer issues and escalate as needed. Monitor customer satisfaction metrics and take corrective action to address any concerns.

Required Skills and Experience

• 12+ years of overall experience in the international voice and chat process
• 3+ years of experience in a managerial role within a contact center environment, managing a team of Associate Managers/Team Leads and Agents.
• Proven track record of leading and developing high-performing teams
• Strong understanding of customer service principles and best practices
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills
• Proficiency in relevant customer service tools and software
• Strong comprehension skills and ability to convey complex concepts in English.
• Experience in managing budgets and financial performance
• Ability to work effectively in a fast-paced, dynamic environment
• Willingness to work in US shift

Mandatory SkillsCustomer Orientation, Customer Service, Sales exposure.