Process Leader - Operations

We are looking for an experienced and result\-driven Process Manager to lead and manage operations for our International BPO process. The ideal candidate should possess strong leadership, team management, client handling, and operational management skills with a proven track record in the International BPO industry only.

Key Responsibilities

• Manage end\-to\-end operations of the international BPO process.
• Lead, mentor, and motivate Team Leaders and agents to achieve performance targets.
• Monitor daily operational performance, KPIs, SLAs, and productivity metrics.
• Ensure high levels of customer satisfaction and quality service delivery.
• Handle client communication, reporting, and escalation management.
• Drive process improvements and implement strategies to enhance operational efficiency.
• Conduct regular performance reviews, training, and coaching sessions.
• Ensure adherence to company policies, compliance standards, and process guidelines.
• Analyze MIS reports and prepare operational dashboards for management review.
• Manage workforce planning, attrition control, and employee engagement activities.

Required Skills \& Qualifications

• Minimum 5 years of experience in the International BPO industry is mandatory.
• Prior experience as a Process Manager / Operations Manager in an International Voice or Non\-Voice process.
• Strong leadership and people management skills.
• Excellent communication and client management abilities.
• Good knowledge of KPIs, SLAs, Quality, and Operations Management.
• Strong analytical and problem\-solving skills.
• Proficiency in MS Excel, reporting, and operational tools.
• Ability to work in rotational shifts if required.

Educational Qualification

• Graduate in any discipline (MBA preferred).

Preferred Candidate Profile

• Experience handling international clients/processes.
• Strong decision\-making and conflict\-resolution abilities.
• Ability to work in a fast\-paced target\-driven environment.

Salary

Best in the industry (Based on experience and interview performance).

How to Apply

Interested candidates can share their updated resume at: \[Email Address / Contact Details]

Pay: ₹70,000\.00 \- ₹150,000\.00 per month

Benefits

• Commuter assistance
• Health insurance
• Life insurance
• Paid time off
• Provident Fund

Work Location: In person