Full job description - (NAVI MUMBAI)
Shift Timings - 6am - 3pm (MONDAY - FRIDAY) - FIXED SHIFT
We are looking for an experienced and result-driven Process Manager to lead and manage operations, take supervisor calls and login for 4 hours daily for our International BPO process. The ideal candidate should possess strong leadership, team management, client handling, and operational management skills with a proven track record in the International BPO industry only.
Key Responsibilities:
- Manage end-to-end operations of the international BPO process.
- Lead, mentor, and motivate Team Leaders and agents to achieve performance targets.
- Monitor daily operational performance, KPIs, SLAs, and productivity metrics.
- Ensure high levels of customer satisfaction and quality service delivery.
- Handle client communication, reporting, and escalation management.
- Drive process improvements and implement strategies to enhance operational efficiency. Take calls for 4 hours daily and get performance from agents.
- Conduct regular performance reviews, training, and coaching sessions.
- Ensure adherence to company policies, compliance standards, and process guidelines.
- Analyze MIS reports and prepare operational dashboards for management review.
- Manage workforce planning, attrition control, and employee engagement activities.
Required Skills & Qualifications:
- Minimum 5 years of experience in the International BPO industry is mandatory.
- 2 years experience as a Team Lead / Team Manager in an International Voice process.
- Strong leadership and people management skills.
- Excellent communication and client management abilities.
- Good knowledge of KPIs, SLAs, Quality, and Operations Management.
- Strong analytical and problem-solving skills.
- Proficiency in MS Excel, reporting, and operational tools.
- Ability to work in rotational shifts if required.
Educational Qualification:
- Graduate in any discipline (MBA preferred).
Preferred Candidate Profile:
- Experience handling international clients/processes.
- Strong decision-making and conflict-resolution abilities.
- Ability to work in a fast-paced target-driven environment.
Salary:
Best in the industry (Based on experience and interview performance).
How to Apply:
Interested candidates can share their updated resume at: [email protected]
Pay: ₹60,000.00 - ₹80,000.00 per month
Work Location: In person ; Location (NAVI MUMBAI)
Pay: ₹60,000.00 - ₹80,000.00 per month
Application Question(s):
- Experience in managing Lead generation / appointment setting Proceess.
Work Location: In person
