About Hutah Technologies
Hutah Technologies is a technology-driven company specializing in BPO Operations, IT Consulting, AI Solutions, Application Development, and Digital Transformation Services. We are committed to delivering operational excellence, scalable business solutions, and measurable outcomes for our global clients.
Position Overview
We are seeking an experienced and results-oriented Process Manager to lead and manage voice process operations. The ideal candidate will be responsible for overseeing day-to-day operations, ensuring KPI achievement, managing client expectations, driving team performance, and maintaining service quality standards.
The Process Manager will act as the primary bridge between operations, quality, recruitment, and client stakeholders to ensure seamless process execution and continuous improvement.
Key ResponsibilitiesOperations Management
- Manage end-to-end voice process operations.
- Ensure adherence to SLAs, KPIs, and client requirements.
- Monitor operational performance and implement improvement initiatives.
- Develop and maintain process documentation and SOPs.
Team Leadership
- Lead Team Leads, Quality Analysts, and Customer Support Representatives.
- Conduct performance reviews, coaching sessions, and team development activities.
- Drive employee engagement and retention initiatives.
- Build a high-performance culture focused on accountability and results.
Client Management
- Serve as the primary operational point of contact for clients.
- Participate in client meetings and business reviews.
- Provide regular operational updates and performance reports.
- Handle escalations and ensure timely resolution of issues.
Performance & Quality Management
- Monitor key metrics including:
- AHT (Average Handle Time)
- CSAT (Customer Satisfaction)
- QA Scores
- Attendance & Productivity
- First Call Resolution (FCR)
- Collaborate with QA teams to improve service quality and customer experience.
- Conduct root cause analysis and implement corrective actions.
Recruitment & Onboarding
- Work closely with HR to support hiring efforts.
- Participate in interviews and final candidate selection.
- Ensure successful onboarding and training of new hires.
- Plan staffing requirements based on business needs.
Reporting & Analytics
- Prepare daily, weekly, and monthly operational reports.
- Analyze trends and recommend process improvements.
- Present performance data and operational insights to leadership.
Required Qualifications
- Bachelor's degree in Business Administration, Management, Communications, or a related field.
- 4+ years of experience in BPO operations.
- Minimum 2 years of experience managing voice processes.
- Experience managing teams of 10+ employees.
- Strong understanding of contact center KPIs and performance management.
- Excellent communication and stakeholder management skills.
Preferred Qualifications
- Experience handling international processes (US, UK, Australia, or Canada).
- Experience with CRM systems, dialers, and workforce management tools.
- Knowledge of process optimization and operational excellence frameworks.
- Exposure to AI-powered customer support tools and automation platforms is an advantage.
Required Skills
- Operations Management
- Team Leadership
- Client Relationship Management
- Performance Management
- Quality Assurance
- Workforce Planning
- Reporting & Analytics
- Conflict Resolution
- Process Improvement
- Microsoft Excel & Reporting Tools
Key Success Metrics
- SLA Achievement
- Customer Satisfaction (CSAT)
- Quality Scores
- Team Productivity
- Employee Retention
- Client Satisfaction
- Process Compliance
What We Offer
- Opportunity to build and scale a growing operation.
- Direct exposure to international clients.
- Leadership growth opportunities.
- Dynamic and technology-driven work environment.
- Performance-based incentives and career advancement opportunities.
Salary
As per industry standards and candidate experience.
Pay: ₹60,000.00 - ₹100,000.00 per month
Benefits:
- Health insurance
- Paid sick time
Experience:
- Process management: 8 years (Required)
Work Location: In person
