Senior Process Manager-Voice
ChennaiFull-time10–18 yrsPosted 1 week ago
Leadership operations role at HCLTech in Chennai. Needs 10+ years and a degree.
About the role
We are seeking an experienced Manager - Operations to manage day-to-day delivery for Chennai-based international banking contact centre operations. The role is responsible for performance management, service delivery, people leadership, stakeholder coordination and continuous improvement across assigned teams.
What you'll do
- Manage daily operational performance across assigned teams and Lines of Business
- Ensure achievement of SLAs, KPIs, quality, productivity, customer experience and compliance-related expectations
- Monitor intraday and periodic performance trends and implement action plans to address gaps
- Coordinate with WFM, Quality, Training and support functions to maintain stable delivery and operational discipline
- Ensure adherence to standard operating procedures, client requirements and internal governance expectations
What you need
- Coordination
- Voice process
- SOP writing
- Process management
- Reporting
- Root cause analysis
Good to have
- Talent management
- Performance management