Process Manager - Customer Operations (Chat/Voice)

About the Role

We are seeking an experienced Process Manager to join our Customer Operations team focused on Chat and Voice processes in the International BPO sector. The position is based in Chandigarh, India and demands a hands-on leader with 6 to 9 years of relevant experience. This role involves spearheading troubleshooting operations, strategizing process improvements, managing multiple teams, and ensuring superior customer service.

Key Responsibilities

• Compile and analyze data to generate performance reports and identify trends.
• Consistently meet critical performance metrics to uphold service quality.
• Lead client and vendor reviews, including calibration meetings.
• Address routine client and vendor inquiries promptly and effectively.
• Innovate process optimization strategies to enhance internal metrics and meet deadlines.
• Oversee and guide multiple teams, including conducting audits and quality checks on Team Leads and Floor Supports.
• Provide regular performance feedback and encourage cross-skilling and process re-verification.
• Identify training needs and manage bottom quartile performance improvement.
• Communicate senior leadership directives for implementation and follow-up.
• Organize periodic meetings and team huddles to discuss operational updates and task delegation.
• Enhance team cohesion through group activities and projects, focusing on staff retention via career development.
• Ensure compliance with organizational policies, security protocols, and timely client deliverables.
• Drive productivity and quality improvements aligned with process metrics.
• Manage remediation of incident escalations and client communications including MBR/QBR decks and review calls.

Required Qualifications and Skills

• Graduate or postgraduate degree in any discipline; preference for Computer Science, Computer Applications, or related fields.
• 6+ years of overall experience in Customer Operations and process management, preferably in International BPO environments.
• Strong knowledge of telecom and cable repair processes with analytical problem-solving skills.
• Ability to lead, motivate, and manage teams effectively while fostering collaborative environments.
• Exceptional communication capabilities to articulate ideas clearly to clients, colleagues, and subordinates.

About the Company

Our client is a global leader in business process management, automation, and analytics, serving Fortune 2000 companies across various sectors including financial services, telecom, retail, and technology. Established in 2000 and publicly traded on Indian stock exchanges, the organization employs over 13,000 people worldwide, offering critical operational support and process excellence.

Additional Details

• Shift Timings: Flexible 24x7 schedule.
• Location: Chandigarh, India.
• Equal Opportunity Employer ensuring non-discriminatory recruitment practices in compliance with applicable laws.