Process Manager

eClerx; Chandigarh; On-site; INR 900,000 - 1,500,000; Full time

Job summary

eClerx in India is seeking a motivated Process Manager for the Chat/Voice operations. You will lead performance, audits, and cross-functional reviews to ensure service levels while guiding a team across shifts in a 24x7 setup.

The role requires 6–9 years' experience, a graduate or postgraduate, and deep knowledge of telecom repair processes. You will drive process improvements, mentor team leads, and deliver client satisfaction through structured reporting and proactive problem solving.

Qualifications

• 6+ years of overall experience
• Graduate or postgraduate in any specialization

Responsibilities

• Prepare performance reports by collecting and analyzing data.
• Ensure critical performance metrics are met consistently.
• Lead client/vendor reviews and calibrations.
• Provide feedback to Team Leads and Floor Supports.
• Manage multiple teams and conduct audits.
• Drive process improvements and adherence to policies.

Skills

Leadership

Auditing

Process Improvement

Team Management

Education

Graduate or Postgraduate

Bachelors in CS/CA

Job description

Job Description

Customer Operations –CHAT/VOICE- Process Manager

Location: India- Chandigarh | Employment Type: Full-time (FT) | Division: Customer Operations | Job ID: _

Shift Timing: Flexible 24x7 | Management Level: Manager

Specialisation: International BPO, Chat/Voice

eClerx is looking to hire an experienced professional with 6-9 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. 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.

Responsibilities

• Prepares performance reports by collecting, analyzing, and summarizing data and trends
• Ensure critical performance metrics are met consistently
• Lead client/vendor reviews/calibrations
• Revert to client/vendor queries on routine issuesProvide innovative ideas to optimize internal metrics and 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 proceduresAdhere 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 6+ years and should be a graduate or post graduate in any specialization

Preferred Qualifications

• Graduation in Computer Science, Computer Applications or related subjects

Equal Opportunity Employer

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.