Process & Operations Management

• Execute end-to-end process tasks with accuracy and adherence to client SLAs, KPIs, and quality benchmarks.

• Handle complex transactions, exceptions, and escalations that require advanced knowledge.

• Monitor daily workflow, prioritize tasks, and ensure targets are consistently met.

• Conduct routine audits, quality checks, and ensure compliance with client-specific protocols.

Qualifications

• Bachelor’s degree or equivalent experience.

• 3–6 years of experience in a BPO or shared-services environment.

• Hands-on experience in customer support, back-office operations, or specialized BPO processes.

• Familiarity with CRM/ERP tools, ticketing systems, and MS Office (especially Excel).

Key Skills & Competencies

• Strong communication skills—both verbal and written.

• Excellent analytical and problem-solving abilities.

• High attention to detail and process accuracy.

• Ability to work in a high-volume, fast-paced environment.

• Client handling and stakeholder management experience.

• Knowledge of quality tools (Lean, Six Sigma) is a plus.