Senior Process Manager - Telecom Operations (Pune)

Key Responsibilities:

1. Leadership & Team Management:

- Lead, mentor, and develop a team of supervisors and contact center agents to ensure high performance.
- Foster a positive and inclusive work setting that encourages teamwork and continuous improvement.

1. Operational Management:

- Oversee the daily operations of the inbound contact center to ensure efficient and effective service delivery.
- Monitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets.
- Develop and implement policies and procedures to improve operational efficiency and customer satisfaction.

1. Customer Experience:

- Ensure that the highest level of customer service is provided in every interaction.
- Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
- Analyze customer feedback and trends to identify areas for improvement.

1. Strategic Planning & Execution:

- Develop and execute strategic plans to enhance contact center operations and achieve business objectives.
- Collaborate with senior leadership to align contact center goals with overall company strategy.
- Stay updated on industry trends and best practices to drive innovation and improvements.

1. Performance Management:

- Conduct regular performance reviews and provide feedback to supervisors and agents.
- Identify training needs and coordinate with the training department to ensure staff development.
- Implement and manage incentive programs to motivate and reward high performance.

1. Reporting & Analysis:

- Prepare and present regular reports on contact center performance, including call volume, response times, and customer satisfaction.
- Use data and analytics to identify trends, make informed decisions, and drive continuous improvement.

Qualifications:

- Bachelor's degree in any field.
- Minimum of 7 years of experience in contact center management
- Proven track record of leading and managing large teams in a high-volume contact center environment.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
- Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organization.
- Proficient in contact center software and technologies.
- Strong organizational skills and attention to detail. Apply on Kit Job: kitjob.in/job/4mvpwn