Senior Process Manager

About the role

The Senior Manager, Inbound Voice Contact Center, will oversee the daily operations of our inbound contact center. This role requires a dynamic leader who can manage and motivate a team of supervisors and agents, ensure customer satisfaction, and drive continuous improvement in service delivery. The ideal candidate will have a strong background in contact center management, excellent communication skills, and a strategic mindset.

What you'll do

• 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
• 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

What you need

• 7–13 years in operations
• Reporting
• Process improvement
• Team management
• Customer service
• Performance management
• Problem solving
• Any graduate