Senior Process Manager

eClerx

Pune City

On-site

INR 1,500,000 - 2,500,000

Full time

14 days+

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Job summary

A leading BPO company is seeking a Customer Operations Senior Process Manager in Pune with over 12 years of experience in the telecom industry. The ideal candidate will drive operational excellence, manage teams, and ensure customer satisfaction through innovative problem-solving. This full-time role requires a graduate or postgraduate in any specialization, emphasizing leadership and data analysis skills. Competitive compensation and opportunities for professional growth are offered.

Qualifications

12+ years of experience, preferably in BPO operations management.
Strong understanding of telecom processes and customer service dynamics.
Experience in coaching, training, and team management.

Responsibilities

Oversee call center operations and troubleshooting processes.
Manage teams and implement improvement strategies.
Ensure client deliverables and performance metrics are met.

Skills

Telecom industry knowledge

Problem-solving

Leadership

Data analysis

Education

Graduate or Post-Graduate in any specialization

Job description

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eClerx is looking to hire an experienced professional with over 12 years of experience. As part of the Voice/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 staff. Candidate will determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organisational strategic plans and reviews.

The leader must demonstrate an ability to anticipate, understand, and act on evolving customer needs, both stated and unstated. Through this, candidate must create a customer-centric organisation and use innovative thinking frameworks to foster value-added relations. With the right balance of bold initiatives, continuous improvement and governance, the leader must adhere to the delivery standards set by the client and eClerx by leveraging the knowledge of market drivers and competition to effectively anticipate trends and opportunities. In addition, the leader must demonstrate a capacity to transform, align, and energize organisation resources, and take appropriate risks to lead the organization in a new direction. As a leader, the candidate must build engaged and high-impact direct, virtual and cross-functional teams, and take the lead towards raising the performance bar, build capability and bring out the best in their teams. By collaborating and forging partnerships both within and outside the functional area, the leader must work towards a shared vision and achieve positive business outcomes.

Candidate 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 Senior Process Manager Responsibilities

Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
Prepares performance reports by collecting, analysing, and summarizing data and trends
Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Ensure Critical Performance Metrics are met consistently
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