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.