Job Title : Senior Process Manager – Customer Operations (Chat & Voice)
Location: (on- site), Pune, India | Full time role
Shift: Flexible 24x7
Work Experience: 8–12 years
Salary : upto 15 LPA
Are you a seasoned leader in international BPO/customer operations ready to take on a high-impact leadership role
We are looking for a
Senior Process Manager to lead large-scale chat and voice operations, drive performance excellence, and deliver outstanding customer experiences for global clients in the telecom and cable domain.
This role is ideal for professionals who excel in
team leadership, client management, and process optimization, and are passionate about building high-performing teams in a fast-paced environment.
Key Responsibilities
- Lead and manage multiple teams across chat, inbound, and outbound voice operations
- Drive performance across critical KPIs, SLAs, and business metrics
- Act as a Subject Matter Expert (SME) to resolve complex operational challenges
- Manage client interactions, reviews, and governance calls (MBRs/QBRs)
- Monitor and analyze performance data to drive continuous improvement initiatives
- Conduct audits, quality checks, and calibration sessions
- Lead training initiatives, skill development, and bottom quartile management
- Ensure delivery excellence, productivity, and quality benchmarks are consistently met
- Handle client escalations and major incident remediation effectively
- Foster a high-performance, engagement-driven team culture
- Drive cross-skilling, resource planning, and retention strategies
What We're Looking For
- 8–12 years of experience in international BPO/customer operations
- Strong exposure to chat and voice support environments
- Experience in telecom/cable domain and retention sales (highly preferred)
- Proven experience in managing large teams and multiple stakeholders
- Strong analytical mindset with a data-driven approach to problem-solving
- Experience in client handling, audits, and performance reviews
- Excellent communication, coaching, and leadership skills
Why This Role
- Opportunity to lead large-scale global operations
- High visibility role with career growth into senior leadership
- Work in a fast-paced, performance-driven environment
- Exposure to global clients and complex business challenges
Qualifications
- Graduate/Postgraduate in any discipline
- (Preferred) Background in Computer Science / IT / related fields
Ideal Candidate Profile
- Strong in team leadership and stakeholder management
- Hands-on experience in customer lifecycle and retention-driven processes
- Ability to break down complex problems and drive actionable solutions
- Passionate about people development, engagement, and performance improvement
Skills: chat,customer,bpo,teams,24x7,operations
