Job Description: Process Manager - Domestic BPO (Voice)

- Position: Process Manager
- Industry: BPO / Call Center / Customer Service
- Process Type: Domestic Voice Process
- Experience Required: 4 to 10 Years
- CTC / Salary: Up to 8 LPA (Negotiable based on experience and interview performance)
- Notice Period: Immediate joiners or within 15 days preferred
- Work Mode: Work from Office (100% On-site)
- Working Days: 6 Days Working (General Shift)
- Location: Chennai

Contact Person : Puneetha - HR AM

Contact Number : (phone hidden)/(phone hidden)

Role Summary

We are looking for a dynamic, results-driven, and experienced Process Manager to oversee our domestic voice process. In this role, you will be responsible for managing team performance, driving key operational metrics (KPIs), handling client escalations, and leading a team of supervisors and agents. The ideal candidate must have strong leadership skills, extensive experience in a domestic BPO voice environment, and the ability to work in a fast-paced 6-day work environment.

Key Responsibilities

1. Operations & People Management

- Lead, mentor, and motivate a team of Team Leaders (TLs) and Customer Support Associates (CSAs) to achieve daily, weekly, and monthly targets.
- Conduct regular performance reviews, one-on-ones, feedback sessions, and coaching to bridge performance gaps and drive employee engagement.
- Manage team attendance, attrition, retention, and roster planning to ensure seamless shift operations.

2. Metric & Quality Management

- Monitor and drive critical BPO operational KPIs, including AHT (Average Handling Time), CSAT (Customer Satisfaction), Quality Scores, Conversion Rates, and Attendance/Adherence.




- Implement quality assurance frameworks to ensure adherence to process guidelines and compliance standards.

3. Client Management

- Act as the primary point of contact for internal stakeholders and external clients regarding day-to-day process performance.
- Participate in regular client reviews, present MIS reports, and share action plans for continuous process improvement.
- Handle escalations professionally and resolve client queries or operational bottlenecks in a timely manner.

4. Administrative & Shift Management

- Oversee floor management during General Shift hours, ensuring discipline, floor hygiene, and smooth operations.
- Ensure adherence to company policies, data security, and compliance norms.

Candidate Requirements & Qualifications

- Experience: 4 to 10 years of total experience in the BPO industry, with at least 23 years in a managerial/people management role handling a domestic voice process.
- Education: Graduate in any discipline (Post-graduation is a plus).
- Skills Required:

- Excellent command of English and Hindi (Knowledge of local regional languages is a strong advantage).
- Exceptional leadership, team handling, and interpersonal skills.
- Strong analytical skills with proficiency in MS Excel, MIS reporting, and data presentation.
- High ownership, problem-solving mindset, and ability to handle pressure in a 6-day working workplace.

- Work Arrangement: 100% Willingness to work from the office on a 6-day working schedule in the General Shift.
- Notice Period: Candidates who can join immediately or within a maximum of 15 days will be given first preference.

What We Offer

- Competitive salary package up to 8 LPA.
- Dynamic, growth-oriented work environment with rapid career advancement opportunities.
- Direct exposure to top-tier clients and leadership mentorship.

📌 Process Manager - Operations BPO voice process (Chennai)
🏢 Imarque Solutions
📍 Chennai