Overview
Senior Process Manager – Customer Operations Jobs in Pune Division, Maharashtra, India at Work Force Nexus
Title: Senior Process Manager – Customer Operations
Company: Work Force Nexus
Location: Pune Division, Maharashtra, India
Job Title : Senior Process Manager – Customer Operations (Chat & Voice)
Location: (on- site), Pune, India | Full time role
Shift: Flexible 24×7
Work Experience: 8–12 years
Compensation : upto 15 LPA
About The Role
We are hiring an experienced Senior Process Manager – Customer Operations to lead large-scale international BPO chat and voice support operations.
This role is ideal for a strong operations leader who thrives in high-performance environments, enjoys solving complex customer/process challenges, and has deep experience in telecom, cable, and retention-driven service operations.
You will be responsible for driving end-to-end operational excellence, managing multiple teams, and ensuring world-class customer experience delivery for global clients.
What You’ll Do
- Lead multiple chat, inbound voice, and outbound voice teams
- Own end-to-end operational performance across KPIs, SLAs, and CX metrics
- Act as a Subject Matter Expert (SME) for complex process and customer issues
- Drive continuous improvement, process optimization, and automation initiatives
- Manage client governance calls, MBRs, QBRs, and operational reviews
- Perform quality audits, performance analysis, and escalation management
- Lead training, cross-skilling, and bottom quartile performance improvement
- Build a high-performance, engagement-driven team culture
- Ensure delivery excellence, productivity, and service quality benchmarks
- Handle major incident management and client escalations
What We’re Looking For
- 9–12 years of experience in international BPO/customer operations
- Strong exposure to chat and voice-based support processes
- Experience in telecom / cable industry operations (must-have advantage)
- Exposure to retention sales or customer lifecycle management
- Proven experience managing large teams and multiple stakeholders
- Strong background in KPI/SLA ownership and performance management
- Hands-on experience in client management, audits, and reporting
- Excellent communication, leadership, and coaching skills
Ideal Candidate Profile
- Strong operations leader with hands-on execution mindset
- Ability to break down complex problems and implement structured solutions
- Skilled in people management, coaching, and performance improvement
- Strong focus on customer experience, efficiency, and delivery excellence
- Experience driving process stability in high-volume environments
Qualifications
- Graduate / Postgraduate in any discipline
- Preferred: Computer Science / IT / related background
Why This Role?
- Lead large-scale global customer operations
- High visibility role with career progression into senior leadership
- Exposure to Fortune 500 client environments
- Opportunity to drive process transformation and operational strategy
Skills: chat,bpo,operations,24×7,customer,customer experience,teams
