HCLTech

Process Manager - Customer Care

Rabat

CDI / Temps pleinSur siteOpérationsCentres d’appel / BPO

L’essentiel du poste

Résumé par Postule AI

The Process Manager - Customer Care role at HCLTech is an on-site, full-time position in Rabat, Morocco. It oversees customer care processes, drives team performance, and maintains service excellence. The role covers end-to-end account management, client relationship management, process adherence, and operational oversight.

Vos missions

  • Coordinate operational tasks and ensure timely completion of onboarding projects aligned with project requirements and statements of work.
  • Set key result areas for team leaders and members, run regular performance appraisals and feedback sessions, and meet service level agreements.
  • Monitor attendance records and login times, proactively managing unscheduled absences to maintain team performance and operational efficiency.
  • Manage client relationships, focusing on revenue generation and client satisfaction through communication and resolution of customer care requests.
  • Use reporting and management information to drive team performance and support continuous improvement efforts.

Profil recherché

  • You have strong project management skills and can manage several projects at once.
  • You communicate clearly, both in writing and verbally, with clients and team members.
  • You understand operations management principles and can drive team performance through reporting and insights.
  • You are comfortable working on-site in Rabat.
  • You hold or are working toward PMP or PMI-ACP certification, which is valued but optional.

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Job Summary

Process Manager - CC plays a pivotal role in ensuring the seamless execution of customer care processes, driving team performance, and maintaining high standards of service excellence. This position is responsible for end-to-end account management, focusing on process adherence, client relationship management, and effective operational oversight to achieve organizational objectives and enhance customer satisfaction.

Key Responsibilities

  1. Oversee project management by coordinating operational tasks and ensuring timely completion of onboarding projects, aligned with project requirements and statements of work.
  2. Formulate and monitor key result areas for team leaders and members, conducting regular performance appraisals and feedback sessions to enhance team effectiveness and meet service level agreements.
  3. Ensure adherence to attendance records and login times, proactively managing unscheduled absences to maintain team performance and operational efficiency.
  4. Cultivate and manage client relationships, focusing on revenue generation and ensuring client satisfaction through effective communication and resolution of customer care requests.
  5. Utilize reporting and management information to drive team performance, applying insights to achieve HCLTech project outcomes and facilitate continuous improvement efforts.

Skill Requirements

  • Strong project management skills with the ability to manage multiple projects simultaneously.
  • Excellent written and verbal communication skills to effectively interact with clients and team members.
  • In-depth understanding of operations management principles and practices.
  • Solid business acumen to contribute to strategic decision-making and enhance customer experience.

Other Requirements

Optional but valuable certifications in Project Management Professional (PMP) or Agile Certified Practitioner (PMI-ACP) are recommended for this position.

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