Associate Process Manager

eClerx LLC; Mhalunge; On-site; INR 550,000 - 850,000; Full time

Job summary

eClerx LLC is seeking an experienced professional for its International Voice process team in Pune (Hinjewadi phase 2). The candidate will troubleshoot related processes, plan and implement strategies, and manage multiple teams to improve systems and operations. Immediate joiner preferred with rotational shifts.

4-9 years of experience in international voice/chat and related processes is desirable, with responsibilities spanning audits, client/vendor reviews, and performance improvements.

Qualifications

• International voice experience or chat experience.

Responsibilities

• Prepares performance reports by collecting, analysing, and summarizing data and trends.
• Ensure Critical Performance Metrics are met consistently.
• Lead client/vendor reviews/calibrations.
• Address routine client/vendor queries.
• Provide ideas to optimize internal metrics and ensure timely delivery.
• Manage multiple teams.
• Perform audits and quality checks on Team Leads and Floor Supports.
• Provide periodic feedback to Team Leads and Floor Supports.

Job description

eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the International 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

Role & 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

Preferred candidate profile

• 1.International voice/chat experience
• 2.open to work in rotational shift and rotational off
• 3.immedidate joiner preferred

Location-Hinjewadi phase 2 (Pune)