Process Manager Job Description, KRAs and Skills

A Process Manager in a BPO owns a specific process end to end and its team leaders. They hold the service level, quality and productivity of the process, manage the workflow and staffing, and drive improvements that raise output and cut cost. They know their process deeply. A good Process Manager keeps the process inside its targets every day, improves productivity and quality through better methods, controls attrition on the teams, and gives the client and leadership a reliable, improving process they can trust.

Detail	For this role
Department	Customer Support
Level	Manager
Reports to	Senior Operations Manager (BPO)
Direct reports	Customer Support Team Leader, Process Trainer
Experience	6 to 10 years in BPO operations with process management

Process Manager job description template

Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.

Job title: Process Manager

Department: Customer Support

Reports to: Senior Operations Manager (BPO)

Location: [City], [office, branch or site]

About the role

Key responsibilities

Own the service level, quality and productivity of the assigned process end to end.
Manage the process workflow and staffing so daily targets are met.
Lead team leaders and hold them to their process delivery numbers.
Drive productivity and quality improvement through better methods and tools.
Monitor daily dashboards and act on gaps in service level and quality.
Standardise the process and keep the documentation and steps current.
Control attrition and absenteeism on the process teams through engagement and support.
Handle client and internal escalations on the process and prevent repeats.
Work with the trainer to keep agents skilled on the process.
Report process performance and improvement actions to operations leadership.

Requirements

Graduate, an MBA an advantage
Experience managing a BPO process
A Six Sigma or quality certification is an advantage
6 to 10 years in BPO operations with process management

KRAs and KPIs for a Process Manager

Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.

Key result area	How to measure it
Service level	Process service levels met on at least 95 percent of days
Quality	Process quality scores held above the target
Productivity	Productivity per agent at or above the process standard
Improvement	Productivity or cost improvement delivered against the target
Attrition	Attrition on the process teams below the agreed level
Compliance	Process followed to standard with audit findings closed

Skills and tools

Process managementService level deliveryProductivity improvementQuality managementWorkflow standardisationTeam leadershipEscalation handlingData analysis

Tools used day to day: CRM and ticketing, WFM tools, MS Excel, Dashboards, Process documentation tools.

Reporting line and career path

Moves up from: Customer Support Team Leader, Process Trainer, Quality Manager (Contact Centre)
Next roles: Senior Operations Manager (BPO), Contact Centre Manager, AVP Operations (BPO)

Interview questions for a Process Manager

How do you keep a process inside its service and quality targets daily?
How do you find and deliver a productivity improvement on a process?
How do you standardise a process across several teams?
How do you handle a client escalation on your process?
How do you control attrition on a demanding process?
How do you keep agents skilled as a process changes?

Managing a Process Manager in ZeniaHR

AttendanceThe process runs in shifts, often around the clock, so set rosters and let night shifts crossing midnight file to the correct day. Staff punch on the office network or biometric at the entry, with capture controls limiting web punches to the office network. Women on night shifts work with consent and safe transport under the OSH rules.LeavePlan leave against the roster and shrinkage plan so process service levels hold, and name a backup approver. Comp-off for covering weekly offs during peaks is credited in the leave ledger and should be cleared before it expires.Performance and KRAsSet the KRAs above as goals in the review cycle and review service level, quality and productivity monthly, with a quarterly formal review. Rate team leaders on probation on the 1 to 5 probation review with a written comment.

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Frequently asked questions

What does a Process Manager do in a BPO?

A Process Manager owns a specific BPO process end to end and its team leaders. They hold the service level, quality and productivity, manage the workflow and staffing, and drive improvements that raise output and cut cost. They standardise the process, control attrition, handle escalations, and give the client and leadership a reliable, improving process.

What is the difference between a Process Manager and a Contact Centre Manager?

A Process Manager owns a process end to end, including its design, quality and productivity across teams. A Contact Centre Manager runs the floor and its channels, focusing on real-time service level and staffing. The process role is process and improvement focused; the contact centre role is floor and channel focused. They often work closely together.

What qualifications does a Process Manager need?

A graduate degree is the usual base and an MBA is an advantage. Employers value experience managing a BPO process, a record of holding service level and improving productivity and quality, and strong data and standardisation skills. A Six Sigma or quality certification is an advantage for driving process improvement.