Senior Process Manager

Jobtailor; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A leading BPO service provider in Pune is seeking a Senior Process Manager to oversee operations and manage teams effectively. Candidates should have over 9 years of experience and be currently in an Operations Manager role. Essential skills include process improvement, team management, and strong communication. The role involves ensuring performance metrics are met and managing client interactions, promoting a high standard of service delivery.

Qualifications

• 9+ years overall experience required.
• Current designation as Operations Manager.
• Strong communication skills and ability to motivate teams.

Responsibilities

• Prepare performance reports and ensure metrics are met.
• Lead client/vendor reviews and audits.
• Manage multiple teams and performance.
• Conduct team meetings and activity sessions.
• Ensure productivity and quality meet all metrics.

Skills

Customer service

Process improvement

Team management

Analytical skills

Telecom knowledge

Education

Graduate or Post Graduate in any specialization

Job description

Customer Operations Chat - Senior Process Manager – India | Full-time (FT) | Customer Operations

Shift Timings Flexible 24x7 | Management Level Senior Manager | Specialization International BPO, Chat/Inbound

eClerx is looking to hire an experienced professional with 8-12 years of experience. As part of the Chat or Voice support 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 knowledge relevant to the functional area, and act as a subject matter expert in providing advice in the area of expertise, and also focus on continuous improvement for maximum efficiency. It is vital to focus on high standard of delivery excellence, provide top-notch service quality and develop successful long-term business partnerships with internal/external customers by identifying and fulfilling customer needs. Candidate should be able to break down complex problems into logical and manageable parts in a systematic way, and generate and compare multiple options and set priorities to resolve problems. The ideal candidate must be proactive, and go beyond expectations to achieve job results and create new opportunities. Candidate must positively influence the team, motivate high performance, promote a friendly climate, give constructive feedback, provide opportunities for development, and manage career aspirations of direct reports. Communication skills are key here, to explain organizational objectives, assignments, and the big picture to the team, and to articulate team vision and clear objectives. Candidate must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyze 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 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 9+ years and should be a graduate or post graduate in any specialization

Please Note : The current designation should be an Operations Manager.(They would be eligible for the concern role)

About Customer Operations

eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing a blend of technology and domain knowledge that support our clients evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities transforming everyday touch points into a superior customer experience.

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.