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.
- Analyze customer feedback and trends to identify areas for improvement.
1. Strategic Planning & Execution:
- Develop and execute strategic pla...