Senior Process Manager - Telecom Operations

Key Responsibilities:

1. Leadership & Team Management:

- Lead, mentor, and develop a team of supervisors and contact center agents to ensure high performance. - Foster a positive and inclusive work environment that encourages teamwork and continuous improvement.

1. Operational Management:

- Oversee the daily operations of the inbound contact center to ensure efficient and effective service delivery. - Monitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets. - Develop and implement policies and procedures to improve operational efficiency and customer satisfaction.

1. Customer Experience:

- Ensure that the highest level of customer service is provided in every interaction. - Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution. - Analyze customer feedback and trends to identify areas for improvement.

1. Strategic Planning & Execution:

- Develop and execute strategic plans to enhance contact center operations and achieve business objectives. - Collaborate with senior leadership to align contact center goals with overall company strategy. - Stay updated on industry trends and best practices to drive innovation and improvements.

1. Performance Management:

- Conduct regular performance reviews and provide feedback to supervisors and agents. - Identify training needs and coordinate with the training department to ensure staff development. - Implement and manage incentive programs to motivate and reward high performance.

1. Reporting & Analysis:

- Prepare and present regular reports on contact center performance, including call volume, response times, and customer satisfaction. - Use data and analytics to identify trends, make informed decisions, and drive continuous improvement.

Qualifications:

- Bachelor's degree in any field. - Minimum of 7 years of experience in contact center management - Proven track record of leading and managing large teams in a high-volume contact center environment. - Strong analytical and problem-solving skills, with the ability to make data-driven decisions. - Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organization. - Proficient in contact center software and technologies. - Strong organizational skills and attention to detail.