Associate Process Manager

eClerx; Pune District; On-site; INR 500,000 - 800,000; Full time

Job summary

A leading BPO company is seeking an Associate Process Manager for Customer Operations in Pune. The ideal candidate will manage multiple teams while ensuring critical performance metrics are consistently met. Applicants should have at least 4 years of relevant experience, preferably in the Telecom and Cable industry. The role involves troubleshooting processes, enhancing operations, and effectively communicating with clients and teams. A degree in any specialisation is required, with a preference for Computer Science graduates.

Qualifications

• Minimum 4 years of overall experience required.
• Must have experience in the Telecom and Cable industry.
• Strong verbal and written communication skills are essential.

Responsibilities

• Prepare performance reports and analyze data trends.
• Manage multiple teams and provide feedback periodically.
• Conduct audits and quality checks on team performance.
• Ensure all client deliverables are met within timelines.
• Advocate for and follow organizational policies.

Skills

In-depth functional knowledge of operational processes

Proactive leadership

Analytical skills

Effective communication

Ability to manage multiple teams

Education

Graduate or Post Graduate in any specialisation

Graduation in Computer Science or related subjects

Job description

Customer Operations – CHAT – Associate Process Manager

Location: India - Pune | Full Time (FT) | Job ID: _

Shift Timings – Flexible 24x7 | Management Level – Manager | Specialisation – International BPO, Chat

eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Chat 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. He/she 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 objectives. Additionally, he/she 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.

He/she 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 Associate 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 4+ years and should be a graduate or post graduate in any specialisation.

Preferred Qualifications

• Graduation in Computer Science, Computer Applications or related subjects

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.