Location: India
Shift: 24x7 (Flexible)
Experience: 9- 12 Years
Qualification: Graduate/Postgraduate
Role Overview
We are looking for an experienced Senior Process Manager to lead Chat & Voice operations in an international BPO setup. This role requires strong leadership, operational excellence, and the ability to drive performance while ensuring superior customer experience and KPI delivery.
Key Responsibilities
- Lead end-to-end Chat & Voice operations across multiple teams
- Drive KPIs: Quality, Productivity, CSAT & SLA adherence
- Manage client interactions (reviews, calibrations, MBR/QBR)
- Analyze performance data and implement process improvements
- Conduct audits and coach Team Leads for performance enhancement
- Identify training needs and ensure continuous team development
- Manage bottom quartile performance and improvement plans
- Drive employee engagement, retention & career progression
- Ensure compliance with company policies and information security
- Handle critical incidents and ensure timely resolution
Key Skills
- Strong leadership & stakeholder management
- Expertise in International BPO operations (Chat/Voice/Telecom)
- Data-driven decision making & performance management
- Excellent client handling & communication skills
- Problem-solving and strategic thinking
- Team management & people development
Preferred Background
- Telecom/Cable industry experience
- Exposure to Retention Sales / Customer Lifecycle Management
- Background in Computer Science/IT (preferred)
Why Join Us?
- Opportunity to work with global clients
- Leadership role with high business impact
- Quick-paced, growth-oriented environment
Contact
HR SHILPA
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📌 Senior Operations Manager (Pune)
🏢 Career Guideline
📍 Pune
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