Process Manager

eClerx is looking to hire an experienced professional with 8+ years of experience. As part of the Chat/Voice process team, your role will specifically focus on troubleshooting related processes. The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing the team. 

The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. Candidate must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objects. Additionally, Candidate must be self-directed, proactive and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors.

Candidate must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems.

Customer Operations Process Manager Responsibilities

• Prepares performance reports by collecting, analysing, and summarizing data and trends

• Ensure Critical Performance Metrics are met consistently

• Lead client/vendor reviews/calibrations

• Revert to client/vendor queries on routine issues

• Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely

• Manage multiple teams 

• Perform audits and quality checks on Team Leads & Floor Supports

• Provide feedback to the Team Leads & Floor Supports periodically on their performance

• Ensure cross skilling and periodic process re-verification to ensure resource pool

• Perform Training Need Identification for teams

• Perform Bottom Quartile Management 

• Ensure directives from senior leadership are percolated and acted upon

• Hold periodic meetings, discuss task delegation and review issues

• Conduct team huddles and meetings to discuss operational updates

• Build team spirit through group sessions, activities, and projects

• Focus on retention of staff through career mapping & guiding team members

• Advocate and follow organizational policies and procedures

• Adhere to the information security requirements

• Ensure all client deliverables met within timelines

• Ensure productivity/quality enhancement and process meet all metrics

• Remediation of any major incident

• Manage client MBR/QBR deck, client calls and reviews

Minimum Qualifications

Overall experience of 8+ years and should be a graduate or post graduate in any specialisation 

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we have partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech.

Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

About Customer Operations 

eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing a blend of technology and domain knowledge that support our clients’ evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities – transforming everyday touchpoints into a superior customer experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.