Process Manager - Customer Care

Job Summary Process ManagerProcess 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 ResponsibilitiesOversee 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 RequirementsStrong 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 RequirementsOptional but valuable certifications in Project Management Professional (PMP) or Agile Certified Practitioner (PMI-ACP) are recommended for this position.