
Process Management Lead
2 weeks ago
Job Title: Process Management Lead
Key Responsibilities:- Oversee daily voice process operations, encompassing inbound, outbound, telesales, and customer support.
- Direct a team of supervisors, team leaders, and agents to meet performance key performance indicators (KPIs) and service level agreements (SLAs).
- Monitor call quality, customer satisfaction, and agent productivity to drive improvement initiatives.
- Implement strategies to enhance first-call resolution (FCR) and reduce average handling time (AHT).
- Drive training and development programs to improve communication and service delivery skills among team members.
- Handle escalations and ensure timely resolution of customer concerns in a professional manner.
- Collaborate closely with clients and stakeholders to ensure alignment on process requirements and deliverables.
- Prepare and share management information system (MIS) reports to inform business decisions and strategy.
- Identify and implement process improvements to enhance efficiency and customer experience.
- Graduate or postgraduate degree in any discipline.
- 4-8 years of experience in business process outsourcing (BPO) or call center environments, with at least 2 years in a managerial or supervisory role.
- Strong expertise in voice process management, with experience in domestic and international markets.
- Excellent communication, coaching, and people management skills to motivate and develop team members.
- Hands-on experience with call center technologies, dialers, and reporting tools to drive operational efficiency.
- Ability to manage and analyze performance metrics, including Average Handling Time (AHT), Customer Satisfaction (CSAT), First-Call Resolution (FCR), and attrition rates.
- Flexibility to work in rotational shifts, including night shifts if required.
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