Process Manager - Operations BPO voice process

Imarque Solutions; Chennai; On-site; INR 720,000 - 880,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities

Exposure to top-tier clients

Job summary

Imarque Solutions in Chennai is seeking a dynamic Process Manager to oversee our domestic voice process. You will lead a team of supervisors and agents, drive KPIs, manage client escalations, and ensure disciplined shift operations in a 6-day, on-site environment.

The ideal candidate has 4–10 years in BPO with strong leadership, English and Hindi proficiency, and a willingness to work in a demanding general shift. Immediate joining preferred.

Qualifications

• 4 to 10 years total experience in the BPO industry, with at least 23 years in a managerial/people management role.
• Graduate in any discipline (Post-graduation is a plus).
• Excellent command of English and Hindi (Knowledge of local regional languages is a strong advantage).
• Work from office on a 6-day working schedule in General Shift; Notice period: immediate or within 15 days.

Responsibilities

• Lead, mentor, and motivate a team of Team Leaders (TLs) and Customer Support Associates (CSAs) to achieve daily, weekly, and monthly targets.
• Conduct regular performance reviews, one-on-ones, feedback sessions, and coaching to bridge performance gaps and drive employee engagement.
• Monitor and drive critical BPO operational KPIs, including AHT, CSAT, Quality Scores, Conversion Rates, and Attendance/Adherence.
• Act as the primary point of contact for internal stakeholders and external clients; participate in client reviews and MIS reporting; handle escalations.

Skills

Leadership

People management

Team handling

Interpersonal skills

English language

Hindi language

Education

Bachelor's degree

Tools

MS Excel

Job description

Job Description: Process Manager - Domestic BPO (Voice)

• Position: Process Manager
• Industry: BPO / Call Center / Customer Service
• Process Type: Domestic Voice Process
• Experience Required: 4 to 10 Years
• CTC / Salary: Up to 8 LPA (Negotiable based on experience and interview performance)
• Notice Period: Immediate joiners or within 15 days preferred
• Work Mode: Work from Office (100% On-site)
• Working Days: 6 Days Working (General Shift)
• Location: Chennai

Contact Person : Puneetha - HR AM

Contact Number : 9940660776/9787212794

Role Summary

We are looking for a dynamic, results-driven, and experienced Process Manager to oversee our domestic voice process. In this role, you will be responsible for managing team performance, driving key operational metrics (KPIs), handling client escalations, and leading a team of supervisors and agents. The ideal candidate must have strong leadership skills, extensive experience in a domestic BPO voice environment, and the ability to work in a fast-paced 6-day work environment.

Key Responsibilities

1. Operations & People Management

• Lead, mentor, and motivate a team of Team Leaders (TLs) and Customer Support Associates (CSAs) to achieve daily, weekly, and monthly targets.
• Conduct regular performance reviews, one-on-ones, feedback sessions, and coaching to bridge performance gaps and drive employee engagement.
• Manage team attendance, attrition, retention, and roster planning to ensure seamless shift operations.

2. Metric & Quality Management

• Monitor and drive critical BPO operational KPIs, including AHT (Average Handling Time), CSAT (Customer Satisfaction), Quality Scores, Conversion Rates, and Attendance/Adherence.
• Implement quality assurance frameworks to ensure adherence to process guidelines and compliance standards.

3. Client Management

• Act as the primary point of contact for internal stakeholders and external clients regarding day-to-day process performance.
• Participate in regular client reviews, present MIS reports, and share action plans for continuous process improvement.
• Handle escalations professionally and resolve client queries or operational bottlenecks in a timely manner.

4. Administrative & Shift Management

• Oversee floor management during General Shift hours, ensuring discipline, floor hygiene, and smooth operations.
• Ensure adherence to company policies, data security, and compliance norms.

Candidate Requirements & Qualifications

• Experience: 4 to 10 years of total experience in the BPO industry, with at least 23 years in a managerial/people management role handling a domestic voice process.
• Education: Graduate in any discipline (Post-graduation is a plus).
• Skills Required:
  
  • Excellent command of English and Hindi (Knowledge of local regional languages is a strong advantage).
  • Exceptional leadership, team handling, and interpersonal skills.
  • Strong analytical skills with proficiency in MS Excel, MIS reporting, and data presentation.
  • High ownership, problem-solving mindset, and ability to handle pressure in a 6-day working environment.
• Work Arrangement: 100% Willingness to work from the office on a 6-day working schedule in the General Shift.
• Notice Period: Candidates who can join immediately or within a maximum of 15 days will be given first preference.

What We Offer

• Competitive salary package up to 8 LPA.
• Dynamic, growth-oriented work environment with rapid career advancement opportunities.
• Direct exposure to top-tier clients and leadership mentorship.