Associate Process Manager-voice

eClerx; Mhalunge; On-site; INR 800,000 - 1,500,000; Full time

Job summary

eClerx is hiring an experienced professional for the International Voice process team in Pune (Hinjewadi phase 2). The role targets 4-9 years of experience, focusing on troubleshooting related processes, planning strategies, and improving operations.

You will lead multiple teams, conduct audits, and drive performance improvements. The ideal candidate will manage client/vendor reviews, respond to queries, and implement ideas to optimize internal metrics while meeting critical targets.

Qualifications

• International voice experience
• Willing to work in rotational shifts and rotational off
• Immediate joiner preferred

Responsibilities

• Prepare performance reports by collecting, analysing, and summarizing data and trends
• Ensure Critical Performance Metrics are met consistently
• Lead client/vendor reviews/calibrations
• Respond to client/vendor queries on routine issues
• Provide ideas to optimize internal metrics and ensure timely targets
• Manage multiple teams
• Perform audits and quality checks on Team Leads and Floor Supports
• Provide feedback to Team Leads and Floor Supports on performance
• Ensure cross-skilling and periodic process re-verification of resources
• Identify Training Needs for teams
• Manage Bottom Quartile performance
• Ensure directives from senior leadership are communicated and acted upon
• Hold periodic meetings and review task delegation

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 experience

2.open to work in rotational shift and rotational off

3.immedidate joiner preferred

Location-Hinjewadi phase 2 (Pune)