Job Description

Job Description Manager International Voice and Chat Process Location: [Bangalore] Shift: US Shift Experience: 12+ years (including 3+ years in a managerial role) About the Role Lumen Technologies is seeking a dynamic and results-driven Manager – International Voice and Chat Process to lead our global customer support operations. In this role, you will oversee a team of Associate Managers and Associates, ensuring exceptional customer experiences, operational efficiency, and high team performance . This is an opportunity for a strategic leader who thrives in a fast-paced, customer-centric environment. Key Responsibilities Strategic Leadership & Process Optimization Develop and execute strategies to enhance customer satisfaction, operational efficiency, and team productivity . Collaborate with cross-functional teams to align customer experience initiatives with business objectives. Analyze key performance indicators ( KPIs ) and identify opportunities for continuous improvement. Team Management & People Development Lead, mentor, and motivate a team of Associate Managers, Team Leads, and Agents. Foster a positive, inclusive, and high-performance culture that drives engagement and excellence. Conduct regular coaching, performance evaluations, and training sessions. Operational Excellence Oversee day-to-day operations, staffing, scheduling, and quality assurance to ensure smooth service delivery. Implement innovative solutions and process improvements to enhance customer interactions. Ensure adherence to SLAs, First Call Resolution (FCR), and Average Handling Time (AHT) targets. Financial & Performance Management Manage budgets and resources efficiently to achieve cost-saving and revenue growth targets. Monitor key financial metrics, analyze trends, and develop action plans for optimization. Customer Experience & Service Excellence Set and maintain high standards for customer service quality . Address and resolve complex customer issues while ensuring satisfaction and retention. Monitor CSAT, NPS, and other customer experience metrics , implementing corrective actions as needed. Required Skills & Experience 12+ years of experience in international voice and chat process operations. 3+ years of experience in a managerial role within a contact center environment. Proven ability to lead, develop, and scale high-performing teams. Strong understanding of customer service principles, best practices, and call center KPIs. Excellent communication and interpersonal skills with a focus on customer satisfaction. Analytical mindset with strong problem-solving abilities. Proficiency in customer service tools and software (CRM, Workforce Management, etc.). Budget management experience with a track record of cost optimization. Ability to work effectively in a fast-paced, high-pressure environment. Willingness to work in US shifts . Why Join Us? Be part of a leading technology-driven organization. Drive impact through strategic leadership and innovation. Work in a global, fast-paced environment with growth opportunities. Important Notice We are an equal opportunity employer committed to fair and ethical hiring practices . We do not charge any fees or accept payments from candidates during the recruitment process. If anyone claims to offer employment opportunities at Lumen Technologies in exchange for money or other benefits, please consider it fraudulent and report it immediately.