Senior Manager - Process Excellence/Process Improvement/Blackbelt - BPO

Source-right


RPO Specialist – KPO/BPO Voice Process Recruitment (TC23T RM 3048)
Source-right • Mumbai, Maharashtra • via Glassdoor
26 days ago
Full–time
Apply on Glassdoor
Job description
Position: RPO Specialist – KPO/BPO Voice Process Recruitment (TC23T RM 3048)

Company Overview

We are seeking a skilled Recruitment Process Outsourcing (RPO) Specialist to join our talent acquisition team. The ideal candidate will specialize in sourcing and screening candidates for our KPO/BPO voice-based operations, ensuring we maintain high-quality talent standards across our non-technical departments.

Position Summary

As an RPO, you will manage the end-to-end recruitment process for our voice-based KPO/BPO operations, including both inbound and outbound processes. You will be responsible for developing and implementing effective recruitment strategies, screening qualified candidates, and building a strong talent pipeline to meet our staffing needs.

Key Responsibilities
• Design and execute comprehensive recruitment strategies specifically for KPO/BPO voice process roles
• Source candidates through multiple channels including job boards, social media, professional networks, and referrals
• Conduct thorough screening of profiles to evaluate candidate suitability for voice process positions
• Assess English language proficiency and communication skills of potential candidates
• Conduct preliminary and technical interviews to evaluate candidates’ capabilities and experience
• Coordinate interview schedules between candidates and hiring managers
• Manage recruitment pipelines and provide regular status updates to stakeholders
• Develop and maintain relationships with staffing agencies and other external recruitment partners
• Create and update job descriptions for voice process roles based on business requirements
• Analyse recruitment metrics and optimize processes to improve efficiency and quality of hires
• Maintain candidate database and ensure all recruitment data is accurately recorded
• Stay updated on market trends and compensation benchmarks in the KPO/BPO industry
• Represent the company at job fairs, campus recruitment events, and other networking opportunities
• Ensure compliance with all applicable employment laws and regulations

Required Qualifications
• Bachelor’s degree in Human Resources, Business Administration, or a related field
• Minimum 2-3 years of experience in recruitment, specifically in KPO/BPO environments
• Proven experience in screening profiles for voice-based processes (both inbound and outbound)
• Fluent English communication skills (written and verbal) – this is mandatory
• Strong understanding of contact centre operations and requirements for voice process roles
• Experience with Applicant Tracking Systems (ATS) and recruitment CRM tools
• Demonstrated ability to meet hiring targets and deadlines in a fast-paced environment
• Knowledge of best practices in recruitment and selection methodologies
• Excellent interpersonal skills with the ability to build relationships with candidates and hiring managers

Preferred Skills & Qualifications
• Professional certification in HR or Recruitment (PHR, SHRM-CP, or equivalent)
• Experience with video interviewing platforms and digital assessment tools
• Knowledge of psychometric testing and other assessment techniques
• Experience in high-volume recruitment environments
• Understanding of workforce planning and talent analytics
• Familiarity with employer branding strategies
• Experience with recruitment marketing techniques
• Multi-lingual capabilities (in addition to English)

What We Offer
• Competitive salary package with performance-based incentives
• Professional development opportunities and training programs
• Collaborative work environment with a focus on growth
• Flexible work arrangements
• Recognition programs for outstanding performance
• Opportunity to work with leading clients across various industries

Application Process

Qualified candidates should submit their resume, a cover letter highlighting relevant KPO/BPO recruitment experience, and any references from previous recruitment roles that demonstrate success in voice process hiring.RPO Specialist – KPO/BPO Voice Process Recruitment
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Job Category: Others

Job Type: Full Time

Job Location: Aravali (Mumbai)

Experience: 2-3 Years

Notice period: 0-30 days
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Abhishek JP


Senior Manager - Process Excellence/Process Improvement/Blackbelt - BPO
Abhishek JP • Mumbai, Maharashtra • via IIM Jobs
Full–time
Apply on IIM Jobs
Job description
Senior Manager - Process Excellence/Process Improvement/Blackbelt - BPO

Purpose of the role :

- Responsible for Strategizing, conceptualizing & implementing Strategic quality framework & improvement projects that supports consistent delivery of client metrics & value to business.

- Responsible for managing onshore quality team for diverse businesses from Offshore location.

- Champion customer experience, cost and compliance goals for the org. Partner with various stakeholders to support business and create value for client and Org. Champion the values.

- Manage and implement quality methodologies such as six sigma, Lean & COPC, at least 5 years in BPO sector.

- Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality.

- Proactive management of identifying trends, producing root cause analysis and providing solutions

- Innovate and improve processes.

- Working knowledge of Industry tools including but not limited to AI, RPA, ML and application to improve customer journey.

Experience :

- Required: Graduate/Postgraduate with 10+ years' experience and currently working with an MNC Contact Centre / BPO as Manager / Senior Manager Process Excellence.

- Experience in digital transformation using AI and RPA tools.

- Experience in leading Six sigma, lean projects

- Experience in creating and managing strategic QA framework.

- Experience in leading client interactions

- Experience in working with diverse culture and multi-level Stakeholders.

- Process Excellence in BPO with BFSI Industry knowledge desired