Process Manager - Voice

Job Summary

The key job purpose is to deliver specific assigned SLAs such as CSAT through the team, uphold process adherence and compliance, manage team attrition, spearhead training development and initiatives, promote team engagement, provide regular updates, address and resolve team issues and concerns, and perform regular team reviews.

Key Responsibilities

1. Need To Ensure All The Daily Deliverables Are Delivered On Time And With Agreed Accuracy As Per The Sla. Needs To Ensure The Process Is Managed As Per The Terms Of The Sla. Need To Be Involved In Sla Creation, Renewal And Sign Off.

2. To Forecast The Rolling Revenue Every Month And Ensure This Is Meet. Ensure Cost Is Managed Efficiently As Per Agreed Targets. From Growth Point Of View To Look Out For New Business With The Existing Business Group.

3. Ensure Attrition And People Growth Are Managed Efficiently. Attrition Should Be With In The Given Target. To Ensure Resources Are Up Skilled With Training And Professional Growth Is Taken Care At All Levels.

4. To Ensure Teams Goals Are Aligned With Organization Goals At Large. Different Management Initiatives Are Run Efficiently With The Team And To Achieve The Desired Results.

5. All Regulatory And Risk Controls Are Compliant With As Per The Process Requirement. In Case Of Any Additional Controls Required, Needs To Be Build In. For New Business To Be On Top Of Transitions And Associated Activities.

Skill Requirements

null

Other Requirements

null