Role: Process Definition Specialist (IC Role)
Location: Pune
Exp: 10+ Years
Salary: Upto 24 LPA The person will help the company understand, document, and improve how a Service Desk / Contact Centre works.
Role
- Understand the current process and how work is being handled.
- Create process flowcharts showing the current and future process.
- Collect and analyse data such as tickets, calls, SLA, AHT, FCR, CSAT, etc.
- Check whether the team is meeting SLA/KPI targets.
- Identify process gaps, issues, risks and dependencies.
- Prepare and update SOPs and process documents.
Interested candidates, please share cv at
[email protected] | (phone hidden)
📌 Process Definition - Contact Centre (Pune)
🏢 Manning Consulting
📍 Pune