VFS Global - Process Optimization Manager - Contact Center Operations

Key Responsibilities :

• Process Analysis & Optimization
• Evaluate and enhance existing Contact Center processes to eliminate inefficiencies and bottlenecks.
• Design and implement workflow improvements that increase productivity and customer satisfaction.
• Continuously analyze processes to identify areas for automation and optimization.
• Stakeholder Collaboration
• Collaborate with cross-functional teams (IT, Customer Care, Operations) to align business needs with process solutions.
• Liaise with third-party vendors and partners to support system upgrades and performance enhancements.
• Technology Integration
• Assist in the deployment and enhancement of CRM systems, Chatbots, IVR solutions, and ORM (Online Reputation Management) tools.
• Monitor evolving CRM capabilities and propose feature implementations to improve service delivery.
• Performance Monitoring - Develop and track KPIs to measure the effectiveness of process changes.
• Provide actionable, data-driven insights and reports to leadership to support strategic decisions.
• Training & Change Management - Lead user training and onboarding sessions to ensure successful adoption of new tools and processes.
• Drive change management initiatives to support a culture of continuous improvement and innovation.
• Compliance & Risk Management - Ensure compliance with data privacy, security, and operational governance standards.
• Identify risks in new or modified processes and recommend mitigation strategies.
• Environment, Social & Governance (ESG)
• Advocate for the responsible use of natural resources.
• Adhere to organizational policies related to environmental health and safety.
• Anti-Bribery Management Systems (ABMS)
• Comply with all ABMS roles and responsibilities as defined in the organization's ABMS manual.
• Demonstrate a commitment to ethical conduct and integrity in all business dealings.
• Proactively identify bribery risks and contribute to risk mitigation strategies.

Qualifications & Eligibility :

• 8-12 years of experience in Process Improvement, Operations Management, or a similar role (preferably in a Contact Center environment).
• Bachelor's degree in Business, Operations, Engineering, or related field (MBA or Lean Six Sigma certification preferred).
• Proven track record of delivering process transformation projects using data-driven methodologies.
• Strong understanding of Contact Center technologies including CRMs, IVRs, and automation tools.
• Excellent communication, stakeholder management, and project leadership skills.
• Familiarity with compliance standards, data privacy laws, and risk governance frameworks.
• Experience with ESG and ABMS practices is a plus

ref : iimjobs.com)