Process Manager - Voice

Job Summary

Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness

Key Responsibilities

• Directly manage the day-to-day operations of the team with the ability to grow and scale as necessary
• Serve as a single POC for HCL to drive initiatives, support governance activities for the program and help resolve escalations/issues.
• Ensure timely escalation management & validate the quality of action plans
• Be responsible for day-to-day activities and performance of the team members
• Working closely with users to ensure the project meets business needs 
• Monitor service quality and execute continual service improvement actions. 
• Perform analysis of inquiries for trends, risks, and issues

Skill Requirements

• Good comprehension skills 
•Should possess previous experience in   managing day-to-day deliverables of the team
•Interact with client on regular basis for reporting and performance of  SLAs
• Good Analytical and Logical thinking skills  
• Prior experience in utility industry is an added advantage

Other Requirements