UI Developer

Nutanix

8 - 12 years

14 - 19 Lacs

bengaluru

Posted:9 hours ago| Platform:

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Skills Required

react.js linux front end technologies javascript unix redux kubernetes css ui development bootstrap ajax jquery git java ui gcp html typescript sass ux design rest ux version control microsoft azure node angular node.js aws responsive web design

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary:

As a Domestic Voice Supervisor in a BPS environment, you will lead a team of voice agents (handling calls from domestic customers), ensure quality, meet KPIs (SLAs, AHT, CSAT), and manage escalations and process improvements.

Responsibilities:

Supervise a team of domestic voice customer service agents (inbound/outbound calls)
Monitor agent performance, conduct coaching, feedback, training, and quality reviews
Handle escalated customer calls or issues beyond agent level
Ensure team meets KPIs: Average Handling Time (AHT), First Call Resolution (FCR), Service Level (SL), Customer Satisfaction (CSAT)
Prepare and present operational metrics and reports to management
Assist in recruitment, onboarding, and scheduling of agents
Implement process improvements to enhance efficiency, reduce errors, and improve customer experience
Ensure adherence to SOPs, call scripts, policies, and compliance standards
Motivate the team, manage attendance, morale, and workforce planning

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