Process Manager

IntrCity RailYatri.in is hiring an Process Manager for Kochi location.

Sharing below the role brief for your reference.

Mandatory requirement:

• Good spoken communication in Hindi.
• 2+ years of experience leading/managerial positions in a call centre/BPO background.
• Rotational shifts.

Job Description:

• Oversee the end-to-end process to ensure efficiency, consistency, and quality.
• Develop, document, and maintain standard operating procedures (SOPs) for the team.
• Ensure adherence to established processes and prompt resolution of any deviations.
• Analyze call trends, customer feedback, and performance metrics to identify areas for improvement.
• Implement process enhancements to optimize call flows and improve customer satisfaction.
• Conduct regular performance evaluations and provide constructive feedback.
• Ensure that all team members adhere to company policies, procedures, and code of conduct.
• Monitor real-time operations to maintain service levels and operational standards.
• Address any behavioural or performance issues promptly and effectively.
• Prepare and present regular reports on process performance, improvement initiatives, and key metrics to senior management.