Senior Process Manager - Telecom Operations

Key Responsibilities:
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.
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.
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.
Strategic Planning & Execution:
Develop and execute strategic plans to enhance contact center o...