Senior Manager (Voice / Chat)

eClerx; Pune District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

eClerx is seeking an Operations Manager (Voice/Chat) for its International BPO in Pune. The role is an enhanced Senior Process Manager designation with night shifts aligned to US time zones.

The incumbent will oversee customer operations, focusing on voice and chat processes, CSAT, FCR, AHT, attrition, retention, and shrinkage. Ideal candidates hold a graduate degree and possess 10+ years of experience in international operations within telecom contexts, delivering performance improvements and

Qualifications

• Graduation is mandatory.
• At least 10+ years in customer operations with international voice/chat.
• Experience in telecom processes and related CSAT metrics.

Skills

CSAT

FCR

AHT

Attrition management

Retention strategies

Shrinkage control

Education

Graduate

Job description

Operations Manager (Voice / Chat) - International BPO

Offered Designation: Senior Process Manager (Voice / Chat)

Location: Pune

Shifts: Night Shifts (US shift)

Preferred Industry: Telecom

Experience required

• Candidate must be a graduate.
• 10+ years of experience in customer operation, international voice, international chat process, CSAT, FCR, AHT, attrition, retention, and shrinkage.
• Candidate should have experience in telecom process.