Process Manager

Customer Operations –Chat and Voice Process-  Process Manager 

Pune | Full-time (FT) | Customer Operations | 

Job Summary:

We are seeking a highly skilled and experienced Process Manager of Management Information Systems (MIS) and Workforce Management (WFM) to join our team. The successful candidate will be responsible for managing and overseeing the design, development, implementation, and maintenance of MIS and WFM processes within our organisation. The Process Manager will be responsible for ensuring that our systems are running effectively, efficiently, and in compliance with regulatory requirements. Additionally, they will be responsible for identifying opportunities to improve the effectiveness and efficiency of our processes and systems.

Key Responsibilities:

• Design, develop, implement and maintain MIS and WFM processes and systems
• Ensure that MIS and WFM systems are effectively and efficiently managed
• Ensure that all MIS and WFM systems comply with regulatory requirements
• Identify opportunities to improve the effectiveness and efficiency of MIS and WFM processes and systems
• Develop and maintain process documentation and training materials
• Collaborate with other departments to ensure that MIS and WFM systems are integrated with other business processes
• Manage a team of MIS and WFM professionals, including hiring, training, coaching, and performance management
• Develop and manage the MIS and WFM budget

Requirements:

• Bachelor's degree in computer science, information systems, or related field
• 5+ years of experience in MIS and WFM process management
• Experience in managing a team of MIS and WFM professionals
• Strong knowledge of MIS and WFM software and systems
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Strong project management skills
• Ability to work effectively in a team-oriented environment
• Knowledge of regulatory compliance requirements

This is an exciting opportunity for an experienced MIS and WFM professional to join our team and make a significant impact on our organisation. If you are passionate about process management, have strong leadership skills, and are looking for a challenging and rewarding role, we encourage you to apply.