Senior Process Manager

Customer Operations –Chat and Voice Process- Senior Process Manager 
India | Full-time (FT) | Customer Operations | Location- Pune
Shift Timings – Flexible 24x7 |Management Level – Senior Manager

Specialisation – International BPO, Chat.

About Us: At eClerx, we pride ourselves on providing exceptional customer service. Our chat contact centre is the heart of our customer interactions, and we are looking for a Senior Manager to lead our dedicated team. If you have a passion for customer satisfaction, team leadership, and operational excellence, we want you on our team.

Position Summary: The Senior Manager, Chat Contact Centre, will oversee the daily operations of our chat contact centre. This role requires a dynamic leader who can manage and motivate a team of supervisors and agents, ensure customer satisfaction, and drive continuous improvement in service delivery. The ideal candidate will have a strong background in contact centre management, excellent communication skills, and a strategic mindset.

Key Responsibilities:

1. Leadership & Team Management:
   • Lead, mentor, and develop a team of supervisors and contact centre agents to ensure high performance.
   • Foster a positive and inclusive work environment that encourages teamwork and continuous improvement.
2. Operational Management:
   • Oversee the daily operations of the inbound contact centre to ensure efficient and effective service delivery.
   • Monitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets.
   • Develop and implement policies and procedures to improve operational efficiency and customer satisfaction.
3. Customer Experience:
   • Ensure that the highest level of customer service is provided in every interaction.
   • Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
   • Analyse customer feedback and trends to identify areas for improvement.
4. Strategic Planning & Execution:
   • Develop and execute strategic plans to enhance contact centre operations and achieve business objectives.
   • Collaborate with senior leadership to align contact centre goals with overall company strategy.
   • Stay updated on industry trends and best practices to drive innovation and improvements.
5. Performance Management:
   • Conduct regular performance reviews and provide feedback to supervisors and agents.
   • Identify training needs and coordinate with the training department to ensure staff development.
   • Implement and manage incentive programs to motivate and reward high performance.
6. Reporting & Analysis:
   • Prepare and present regular reports on contact centre performance, including call volume, response times, and customer satisfaction.
   • Use data and analytics to identify trends, make informed decisions, and drive continuous improvement.

Qualifications:

• Bachelor's degree in any field.
• Minimum of 4 years of experience in contact centre management
• Proven track record of leading and managing large teams in a high-volume contact centre environment.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organisation.
• Proficient in contact centre software and technologies.
• Strong organisational skills and attention to detail.

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've 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.

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