Process Manager - Customer Care

Process Manager - Customer Care

Noida, Uttar Pradesh

Job Summary

• --------------

Process Manager - CC plays a pivotal role in ensuring the seamless execution of customer care processes, driving team performance, and maintaining high standards of service excellence. This position is responsible for end-to-end account management, focusing on process adherence, client relationship management, and effective operational oversight to achieve organizational objectives and enhance customer satisfaction.

Key Responsibilities

• -----------------------

• Oversee Project Management By Coordinating Operational Tasks And Ensuring Timely Completion Of Onboarding Projects, Aligning With Project Requirements And Statements Of Work.

• Formulate And Monitor Key Result Areas For Team Leaders And Members, Conducting Regular Performance Appraisals And Feedback Sessions To Enhance Team Effectiveness And Meet Service Level Agreements.

• Ensure Adherence To Attendance Records And Login Times, Proactively Managing Unscheduled Absences To Maintain Team Performance And Operational Efficiency.

• Cultivate And Manage Client Relationships, Focusing On Revenue Generation And Ensuring Client Satisfaction Through Effective Communication And Resolution Of Customer Care Requests.

• Utilize Reporting And Management Information To Drive Team Performance, Applying Insights To Achieve Hcltech Project Outcomes And Facilitate Continuous Improvement Efforts.

Skill Requirements

• ---------------------

• Strong Project Management Skills With The Ability To Manage Multiple Projects Simultaneously.

• Excellent Written And Verbal Communication Skills To Effectively Interact With Clients And Team Members.

• In-Depth Understanding Of Operations Management Principles And Practices.

• Solid Business Acumen To Contribute To Strategic Decision-Making And Enhance Customer Experience.

Other Requirements

• ---------------------

• Optional But Valuable Certifications In Project Management Professional (Pmp) Or Agile Certified Practitioner (Pmi-Acp) Are Recommended For This Position