Associate Process Manager

About the role

Experienced Associate Process Manager with 4-9 years in voice process operations, skilled in troubleshooting, process improvement, and team leadership within telecom and BPO environments.

What you’ll do

• Prepare performance reports and analyze trends
• Ensure critical performance metrics are met
• Lead client/vendor reviews and calibrations
• Respond to routine client/vendor queries
• Propose ideas to optimize internal metrics
• Manage multiple teams and oversee operations
• Conduct audits and quality checks on leads and floor support
• Provide periodic feedback to leads and floor support
• Cross-skill staff and re-verify processes
• Identify training needs for teams
• Manage bottom quartile performance
• Communicate senior leadership directives
• Hold meetings to review tasks and issues
• Conduct team huddles and operational updates
• Build team spirit through activities and projects
• Retain staff via career mapping and guidance
• Follow organizational policies and procedures
• Adhere to information security requirements
• Meet client deliverables within timelines
• Enhance productivity and quality to meet metrics
• Resolve major incidents
• Manage client MBR/QBR decks and calls

What you’ll bring

4+ years experience, graduate or post graduate

Nice to have

Graduation in Computer Science, Computer Applications or related subjects

Education

Graduate