Process Manager - Voice

About the role

Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness

What you'll do

• Serve as a single POC for HCL to drive initiatives, support governance activities for the program and help resolve escalations/issues
• Ensure timely escalation management & validate the quality of action plans
• Be responsible for day-to-day activities and performance of the team members
• Working closely with users to ensure the project meets business needs
• Monitor service quality and execute continual service improvement actions

What you need

• Reporting
• Customer service
• Documentation
• Any graduate