Process Manager - Inbound Process

Imarque Solutions; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

iMarque Solutions Private Limited in Chennai, Tamil Nadu, India is urgently seeking a Process Manager for inbound processes to lead contact center operations, drive performance, and steer process improvements.

With 2–8 years of experience and a degree, the candidate will manage forecasting, KPI governance, stakeholder communication, and ensure compliance while delivering quality service. This is a full-time role located at our office; English fluency is mandatory.

Qualifications

• Strong knowledge of inbound customer support and contact center operations.
• Experience in team management, performance monitoring, coaching, and people development.
• Expertise in SLA, AHT, CSAT, Quality, Productivity, and KPI management.
• Strong forecasting, capacity planning, workforce utilization, and seat management.
• Analytical and problem-solving skills with a focus on process improvement.
• Strong client handling, escalation management, and stakeholder communication skills.
• Experience in resource and asset management.
• Knowledge of process compliance, SOP adherence, and quality management.
• Good English communication skills, both verbal and written.

Responsibilities

• Strong knowledge of inbound customer support and contact center operations.
• Experience in team management, performance monitoring, coaching, and people development.
• Expertise in SLA, AHT, CSAT, Quality, Productivity, and KPI management.
• Strong forecasting, capacity planning, workforce utilization, and seat management.
• Good analytical and problem-solving skills with a focus on process improvement.
• Strong client handling, escalation management, and stakeholder communication skills.
• Experience in resource and asset management.
• Knowledge of process compliance, SOP adherence, and quality management.
• Good English communication skills, both verbal and written.

Skills

Inbound customer support

Team management

Performance monitoring

Coaching and people development

Forecasting

Capacity planning

Workforce utilization

Seat management

SLA/AHT/CSAT/KPI management

Analytical/problem-solving

Process improvement

Client handling/escalation

Stakeholder communication

Resource and asset management

SOP compliance

Quality management

English communication

Education

Any Degree

Job description

Job Description

Roles & Responsibilities:

• Strong knowledge of inbound customer support and contact center operations.


• Experience in team management, performance monitoring, coaching, and people development.


• Expertise in SLA, AHT, CSAT, Quality, Productivity, and KPI management.


• Strong skills in forecasting, capacity planning, workforce utilization, and seat management.


• Good analytical and problem-solving skills with a focus on process improvement.


• Strong client handling, escalation management, and stakeholder communication skills.


• Experience in resource and asset management.


• Knowledge of process compliance, SOP adherence, and quality management.


• Good English communication skills, both verbal and written.

Urgent openings for the positions of Process Manager for Inbound process

EXPERIENCE: 2- 8 yrs

Qualification: Any Degree

Language - English(Mandatory) & any regional language will be preferred

Salary : As per Industry Standard

Office Location :iMarque solution Private Limited, Maan Sarovar Tower, 271A, Scheme Rd, Subbarayan Nagar, Teynampet, Chennai, Tamil Nadu 600018