Process Manager Jobs in Chennai BPO Call Centre

📋 Job Description

Jobzi is sourcing qualified candidates for Process Manager positions in Chennai's private BPO Call Centre sector. This is a full-time opportunity with a reputed BPO and Call Centre employer in Chennai offering competitive salary, structured growth, and a professional work environment. Tamil communication skills are preferred alongside English for professional and business interaction in Chennai.

📌 Key Responsibilities

• Own end-to-end process design, SOP documentation, and compliance governance for assigned BPO processes across multiple sites.
• Lead process reengineering initiatives to improve efficiency, reduce error rates, and enhance customer experience outcomes.
• Define and review SLA parameters, quality benchmarks, and compliance requirements in consultation with clients and operations leads.
• Conduct regular process health checks, compliance audits, and risk assessments to identify and mitigate operational vulnerabilities.
• Coordinate with technology, WFM, quality, and training teams to ensure processes are supported by appropriate resources and tools.
• Manage process-level capacity planning and headcount modelling in alignment with client contract volumes and growth projections.
• Lead COPC or ISO audit preparation activities and serve as the primary process expert during client or certification audits.

🎓 Qualifications and Requirements

• MBA or Graduate with eight to fifteen years of BPO experience including significant process ownership and governance responsibilities.
• Deep knowledge of BPO process design, SOP development, compliance frameworks, and multi-site operational governance models.
• Six Sigma Green Belt or Black Belt certification with demonstrated experience in process improvement project leadership.
• COPC certification or experience in COPC-based process management is highly valued for this senior-level role.
• Experience in client SLA design, contract compliance review, and managing process performance across geographically distributed teams.
• Strong stakeholder management skills with ability to interface with C-suite clients, internal leadership, and cross-functional heads.
• Track record of successfully leading process transitions, automation initiatives, or significant process improvement programmes.
• Good Tamil and English communication skills for team coordination and client interaction in Chennai.

✅ Required Skills