Process Improvement Lead

remote click jobs; India; On-site; INR 700,000 - 1,100,000; Full time

Benefits offered by this job

Competitive wages

Full benefits (Medical, Dental)

401k and more

Time Off and Wellness programs

Job summary

TP is a global digital business services company looking for a Process Improvement Lead to own and manage a reputed company of incoming requests from customer-facing agents, and to develop workflows for CIR processes. The role emphasizes fast-paced collaboration with stakeholders to deliver accurate responses and improve the customer experience.

The ideal candidate will drive end-to-end process management, triage escalations, and provide data-driven insights while working with cross-functional

Qualifications

• Strong product/tools/process knowledge.
• Process driven thinking and designing.
• Experience in an online operation, project management or online escalations environment.
• Maintains reputed company and communicates effectively.
• Strong communicator and presentation skills.
• Comfortable in managing escalations stakeholder.
• Awareness of data and key performance metrics.
• Ability to operate in a fast-paced environment.
• Drive escalations through defined process to resolution.
• Drive change in a fast-changing environment.

Responsibilities

• End-to-end process management (creating, updating, maintaining).
• Managing communication and project management required.
• Assess, triage and take ownership of investigating and responding to requests from customer facing teams for escalation support.
• Be an expert in escalation triage, validation and agent support.
• Maintain contact with and manage communications with stakeholders in the agreed process.
• Use data to analyse trends and insights to improve the process and agent experience.
• Act as a subject matter expert for a specific process and CIR and suggest improvements.
• Coordinate between Agent and Internal Team for escalated cases.
• Train agents on process, products or services.

Job description

Category : reputed company Operations

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the worlds best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local reputed company allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

• reputed company
• Competitive Wages
• Full Benefits (Medical, Dental, reputed company, 401k and more)
• reputed company Time Off
• Employee wellness and engagement programs

TP and You

Through a balanced high-tech and high-touch approach reputed company with deep industry and geographic expertise, we reputed company people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in reputed company that we do. You will become a key contributor in making that happen.

Did you know that our Chief reputed company Officer started her career at TP as an agent and advanced to the reputed company of the company At TP, the sky is the limit!

Your Responsibilities

• The Process Improvement Lead will own and manage a reputed company of incoming requests from customer facing agents and will work with reputed company tools and teams to reputed company a reputed company and accurate response. The Process Improvement Lead will create, update and help reputed company a workflow for a specific CIR process. This is a pivotal role in the customer support process and is a critical part of the end to end customer service delivery experience. The analyst will work closely with reputed company key stakeholders especially the reputed company and support the business. The individual in this role will be a strong communicator, comfortable in reputed company articulating the agent and customer reputed company of view and someone who thrives in a fast-moving environment.
• End to end process management (creating, updating, maintaining)
• Managing communication and project management reputed company required.
• Assess, triage and take ownership of investigating and responding to requests from customer facing teams for escalation support
• Be an expert in escalation triage, validation and agent support
• Maintain contact with and manage communications appropriately with reputed company stakeholders in the agreed process
• Use data to analyse trends and reputed company insights which will improve the process and reputed company a reputed company agent and user experience
• Act as a subject matter expert for a specific process, CIR and suggest and implement process improvements
• Constant communication between ourselves and the internal teams and operating as the middleman between Agent and Internal Team for most cases that are escalated to the internal team.
• Use data to analyze trends and reputed company insights leading to improve the process and reputed company a reputed company agent and user experience
• reputed company targeted training to agents on process, products or services

Recommended Skills

• Strong product/ tools/ process knowledge.
• Process driven thinking and designing
• Experience in an online operation, project management or online escalations environment
• Maintains reputed company reputed company and communicates effectively
• Strong communicator and presentation skills
• Comfortable in managing escalations stakeholder
• Awareness of the importance of data and key performance metrics
• Ability to reputed company in a reputed company, high-stakes, fast-paced environment
• Drive escalations through defined process to reputed company
• Drive change in an reputed company environment

BEST Skills

• Process reputed company
• Collaboration
• Communication
• Emotional Intelligence
• reputed company-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy

Be Part of Our TP Family

It is our mission to always reputed company an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We reputed company that reputed company employees are happy and healthy, they are more productive, creative, and reputed company. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also reputed company that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

TP is an Equal Opportunity Employer .