Process Manager - Customer Service

Gratitude Inc

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8 hours ago

Process Manager - Customer Service

10-15 Year(s)

₹ 1.35 - ₹ 1.42 Lacs p.m

Mumbai

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Job Description

Key Skills

Good Knowledge of MS Office Word, Excel and Power BI Excellent Communication, Customer Service and Empathy Skills Exposure to HR tools / Call center (phone, emails and chats) structure

3 candidate(s) have already applied for this Job. Apply now

Process Manager – Service Center (HR & Customer Operations)

Mumbai | Night Shifts | Up to ₹17 LPA | 10–15 Years Experience

About the Role

Lead the heartbeat of our service delivery. As a Process Manager in our Service Center, you’ll own end‑to‑end operations for a dedicated team that handles high‑touch customer and HR‑related queries for native English‑speaking employees of a global client. You’ll shape the service experience, drive performance on calls, emails, and chats, and ensure your team combines empathy with accuracy in every interaction. This is a night‑shift leadership role based in Mumbai, where your ability to manage client relationships, mentor team members, and streamline processes will directly fuel operational excellence and client satisfaction. If you have deep roots in customer service, understand HR data management, and thrive on managing people and processes in a fast‑paced BPO environment, we want to talk.

What You’ll Do

Operational Leadership: Manage daily operations of a service center team handling phone, email, and chat interactions—ensuring KPIs for quality, resolution, and turnaround are consistently met.

Client Partnership: Serve as the primary point of contact for the client, conducting business reviews, aligning on expectations, and proactively resolving escalations with a calm, solution‑oriented approach.

Team Management & Development: Lead, coach, and inspire a team of customer service professionals. You’ll handle scheduling, performance appraisals, and skill‑building, fostering a culture of ownership and continuous improvement.

HR Data & Query Handling: Oversee accurate processing of employee data management tasks—such as personal information updates, documentation, and HR system entries—while ensuring compliance and confidentiality.

Quality & Communication: Uphold excellent English fluency (verbal and written) across the team, as you interact directly with native English‑speaking employees. You’ll conduct sample audits, deliver feedback, and refine communication standards.

Process Excellence: Identify bottlenecks, implement process improvements, and leverage tools like MS Outlook and Excel to track metrics and report on service delivery. Exposure to HR tools and call center technology will be put to good use.

Shift & Schedule Management: Own night‑shift operations (willingness to work permanently in night shifts is essential), including roster planning, leave management, and real‑time queue management to meet service levels.

What You’ll Bring

Experience: 10–15 years in a customer service environment, with a minimum of 10 years directly handling end‑customer interactions. At least part of that experience should be as a process manager or team leader, managing client relationships and service delivery.

HR Operations Knowledge: Sound understanding of HR functions, particularly employee data management—you know how to handle personal records, maintain accuracy, and ensure data privacy.

Language & Empathy: Exceptional English communication skills (both written and spoken) with the ability to seamlessly interact with native English‑speaking employees. A genuine empathic approach and a strong customer‑service mindset are non‑negotiable.

People Leadership: Demonstrated ability to manage, develop, and motivate teams in a BPO or contact center environment. You’ve handled performance management, coaching, and conflict resolution.

Client Handling: Experience directly interfacing with clients as a process manager—conducting reviews, managing expectations, and delivering on commitments.

Tech & Tools: Proficient in MS Outlook and MS Excel; exposure to HR tools and multi‑channel contact center platforms (phone, email, chat) is essential.

Flexibility: Full commitment to working permanent night shifts from our Mumbai office.

Eligibility & Important Notes

Education: Bachelor’s degree required.

PAN and date of birth are required for profile creation upon selection.

Why Join Us
Step into a leadership role that combines strategic client management with the human touch of customer and HR support. You’ll work with a global client, lead a talented team, and enjoy a competitive salary up to ₹17 LPA, along with performance‑driven incentives and benefits. We invest in your growth—offering opportunities to expand into larger operational portfolios, cross‑functional projects, and leadership development programs. Your voice will shape process improvements, and your empathetic leadership will create a workplace where both employees and clients thrive.

How to Apply
Ready to lead a service center that makes a real impact? Submit your application with your updated CV, and ensure you have your PAN and date of birth details handy. We look forward to meeting a seasoned leader who can turn service into a strategic advantage.

Role

Customer Service Executive

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Chat

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Macdonald Cookey

Recruiter - Gratitude Inc

NA, nigeria

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