Urgent Requirement For Process Manager - Service

Position: Process Manager

Department: Operations

Location: [Chennai]

Experience: 5 to 10+ years in BPO Operations (Inbound mandatory)

Employment Type: Full-time

Role Overview

The Process Manager will be responsible for managing day-to-day operations of the domestic inbound/Outbound process, ensuring service delivery meets client expectations and internal KPIs. The role requires strong leadership, analytical capability, and the ability to drive performance and continuous improvement.

Key Responsibilities

Manage end-to-end operations for the inbound customer service process.

Ensure achievement of KPIs such as AHT, Quality, CSAT, SLA, Shrinkage, and Attendance.

Monitor team performance and implement corrective action plans wherever needed.

Conduct daily/weekly reviews with Team Leaders and report performance metrics to senior management.

Work closely with Quality, Training, Workforce Management, and HR to ensure smooth operations.

Identify process gaps and drive continuous improvement initiatives.

Handle escalations from clients/customers and ensure timely resolution.

Manage staffing, roster planning, shrinkage control, and leave approvals.

Ensure compliance with company policies, client process guidelines, and regulatory requirements.

Support new hire training, refresher sessions, and upskilling activities.

Prepare daily/weekly MIS reports and share them with stakeholders.

Foster a positive work environment that promotes high morale and teamwork.

Required Skills & Competencies

Strong communication and interpersonal skills.

Leadership and people management experience (Team Leaders, Agents).

Excellent knowledge of inbound call center KPIs and operations.

Problem-solving and decision-making abilities.

Strong analytical skills with proficiency in MS Excel, dashboards, and reporting.

Ability to work under pressure and manage a large team.

Understanding of domestic customer behavior and regional language preferences.

Qualifications

Any Graduate

5 to 10+ years of experience in BPO operations with at least 2-3 years as a Assistant Manager/Process Manager.

Experience in domestic inbound voice process is mandatory.

Shift & Other Details

Rotational / Fixed shifts as per business requirement.

Rotational week off

Work from Office.

Location :

Greetings from iMarque Solutions

Kindly Find the Venue:

Maan Sarovar Tower, Scheme Rd, Subbarayan Nagar, Teynampet, Chennai, Tamil Nadu 600018

Ct: 9940660776