Job Title : Senior Process Manager Customer Operations (Chat & Voice)
Location: (on- site), Pune, India | Full time role
Shift: Flexible 24x7
Work Experience: 812 years
Salary : upto 15 LPA
About Us
Are you an experienced leader in the BPO/customer operations space looking to step into a high-impact role This is an exciting opportunity to lead large-scale customer support operations, drive performance excellence, and work with global clients in a fast-paced, growth-driven environment.
If you thrive in managing high-performing teams, optimizing processes, and delivering exceptional customer experiencesthis role is for you.
What You'll Do
- Lead and manage multiple teams across chat and voice operations in an international BPO setup
- Drive operational excellence by consistently achieving KPIs, SLAs, and business targets
- Act as a Subject Matter Expert (SME) to solve complex operational challenges
- Build and maintain strong relationships with clients and key stakeholders
- Identify opportunities for process improvements and implement innovative solutions
Key Responsibilities
- Monitor performance metrics and drive continuous improvement initiatives
- Lead client interactions including reviews, audits, and governance calls (MBRs/QBRs)
- Coach and mentor Team Leads and frontline teams to enhance performance
- Drive training, development programs, and bottom quartile improvement plans
- Ensure delivery excellence across productivity, quality, and customer satisfaction
- Handle client escalations effectively and ensure timely resolution
- Foster a high-performance, engagement-driven team culture
What We're Looking For
- 812 years of experience in BPO/customer operations (international processes preferred)
- Strong exposure to chat and voice support environments
- Experience in telecom/cable domain and retention sales is highly preferred
- Proven leadership experience managing large teams and multiple stakeholders
- Strong analytical and problem-solving skills with a data-driven approach
- Excellent communication, coaching, and team development abilities
Why Consider This Opportunity
- Opportunity to lead large-scale operations with global exposure
- High visibility role with strong career growth potential
- Dynamic, fast-paced work environment focused on innovation and excellence
- Work with diverse teams and drive meaningful business impact
Skills: customer,operations,24x7,chat,bpo,teams
