Process Manager

Imarque Solutions; Chennai District; On-site; INR 600,000 - 800,000; Full time

Job summary

Imarque Solutions in Chennai seeks a Process Manager to oversee and optimize BPO operations at Teynampet and T. Nagar. You will drive end-to-end process performance, client SLA management, and efficiency improvements.

The ideal candidate has 1–2 years of BPO operations experience, strong data-driven decision making, and people leadership capabilities within a fast-paced environment.

Qualifications

• Graduate degree in any discipline; MBA is a plus.
• Strong verbal and written communication skills.
• Proven analytics, MS Excel proficiency, MIS reporting, and dashboard creation.

Responsibilities

• Operations management: oversee daily floor activities and ensure quality and productivity.
• SLA & KPI tracking: monitor CSAT/NPS, AHT, FCR, utilization, and shrinkage per client SLAs.
• Client management: serve as primary point of contact for routine reviews and discussions.
• People leadership: manage team leaders and associates, perform appraisals and development planning.
• Process improvement: identify bottlenecks, perform root-cause analysis, drive CI or Six Sigma projects.
• Risk & compliance: ensure information security, data privacy, and quality standards compliance.
• Resource planning: coordinate with WFM for scheduling, forecasts, and shrinkage control.

Skills

Communication

Analytical skills

MS Excel

MIS reporting

Dashboard creation

Contact center metrics

Stakeholder management

Crisis resolution

Education

Graduate degree

MBA (added advantage)

Job description

Job Title: Process Manager (BPO Operations)

Location: Teynampet & T. Nagar, Chennai

Experience Required: 1 to 2 years of relevant experience as a Process Manager, Assistant Manager, or Operations Manager in a BPO environment

Notice Period: Immediate joiners preferred

Contact Person : Puneetha - AM HR

Contact Number : 9787212794

Position Summary

We are seeking an agile and analytical Process Manager to oversee and optimize BPO operations across our Teynampet and T. Nagar facilities in Chennai. In this role, you will be responsible for end-to-end process performance, client SLA management, resource optimization, and driving operational efficiencies. The ideal candidate has a strong background in process governance, data-driven decision-making, and people leadership within the BPO industry.

Key Responsibilities

• Operations Management: Oversee daily floor operations, ensuring seamless execution of processes while maintaining high standards of quality and productivity.
• SLA & KPI Tracking: Monitor, analyze, and report on key operational metrics including CSAT/NPS, AHT, FCR, utilization, and shrinkage, ensuring strict compliance with client Service Level Agreements.
• Client Management: Act as a primary point of contact for routine client interactions, operational reviews, and performance discussions.
• People Leadership: Manage a multi-layered team of Team Leaders and associates, conducting performance appraisals, career development planning, and capacity building.
• Process Improvement: Identify bottlenecks, implement root-cause analysis, and drive continuous improvement (CI) initiatives or Six Sigma projects to optimize workflows and reduce operational costs.
• Risk & Compliance: Ensure adherence to information security, data privacy, and quality standards (such as ISO, GDPR, or HIPAA where applicable) across the floor.
• Resource Planning: Collaborate with the workforce management (WFM) team for accurate shift scheduling, staffing forecasts, and shrinkage control.

Candidate Requirements

• Experience: 1 to 2 years of proven experience as a Process Manager or Assistant Manager handling BPO/ITES operations.
• Education: Graduate degree in any discipline (Post-graduation / MBA is an added advantage).
• Skills:
  • Exceptional verbal and written communication skills.
  • Strong analytical skills with advanced proficiency in MS Excel, MIS reporting, and dashboard creation.
  • Deep understanding of contact center metrics, workforce management, and quality frameworks.
  • Proven capability in stakeholder management and crisis resolution.
• Availability: Immediate joiners or candidates with a short notice period (0 to 15 days) are highly preferred.

Work Environment & Shift Details

• Work Location: Teynampet Chennai (On-site model).
• Working Days: 6 days a week (as per operational requirements).