Senior Process Manager

eClerx LLC; Pune District; On-site; INR 2,800,000 - 4,600,000; Full time

Job summary

eClerx LLC in Pune seeks an experienced Contact Center Leader to manage and elevate a large inbound operation. You will mentor supervisors and agents, drive performance against KPIs, and implement customer-centric processes across the center.

The role requires a decade of leadership in contact centers, strong analytical and communication skills, and proficiency with contact center software. Collaboration with senior leaders is essential to align with company strategy.

Qualifications

• Bachelor's degree in any field.
• Minimum of 10 years of experience in contact center management.
• Proven track record of leading and managing large teams in a high-volume contact center environment.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organization.
• Proficient in contact center software and technologies.
• Strong organizational skills and attention to detail.

Responsibilities

• Lead, mentor, and develop a team of supervisors and contact center agents to ensure high performance.
• Foster a positive and inclusive work environment that encourages teamwork and continuous improvement.
• Oversee the daily operations of the inbound contact center to ensure efficient and effective service delivery.
• Monitor KPIs and implement strategies to achieve or exceed targets.
• Develop and implement policies and procedures to improve operational efficiency and customer satisfaction.
• Ensure the highest level of customer service in every interaction.
• Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
• Analyze customer feedback and trends to identify areas for improvement.
• Develop and execute strategic plans to enhance contact center operations and achieve business objectives.
• Collaborate with senior leadership to align contact center goals with overall company strategy.
• Stay updated on industry trends and best practices to drive innovation and improvements.
• Conduct regular performance reviews and provide feedback to supervisors and agents.
• Identify training needs and coordinate with the training department to ensure staff development.
• Implement and manage incentive programs to motivate and reward high performance.
• Prepare and present regular reports on contact center performance, including call volume, response times, and customer satisfaction.
• Use data and analytics to identify trends, make informed decisions, and drive continuous improvement.

Skills

Leadership & Team Management

Analytical & Data-Driven

Communication & Interpersonal

Policy & Process Development

Operational Excellence

Performance Coaching

Education

Bachelor's degree

Tools

Contact Center software

Job description

• Lead, mentor, and develop a team of supervisors and contact center agents to ensure high performance.
• Foster a positive and inclusive work environment that encourages teamwork and continuous improvement.
• Operational Management:
• Oversee the daily operations of the inbound contact center to ensure efficient and effective service delivery.
• Monitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets.
• Develop and implement policies and procedures to improve operational efficiency and customer satisfaction.
• Customer Experience:
• Ensure that the highest level of customer service is provided in every interaction.
• Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
• Analyze customer feedback and trends to identify areas for improvement.
• Strategic Planning & Execution:
• Develop and execute strategic plans to enhance contact center operations and achieve business objectives.
• Collaborate with senior leadership to align contact center goals with overall company strategy.
• Stay updated on industry trends and best practices to drive innovation and improvements.
• Performance Management:
• Conduct regular performance reviews and provide feedback to supervisors and agents.
• Identify training needs and coordinate with the training department to ensure staff development.
• Implement and manage incentive programs to motivate and reward high performance.
• Reporting & Analysis:
• Prepare and present regular reports on contact center performance, including call volume, response times, and customer satisfaction.
• Use data and analytics to identify trends, make informed decisions, and drive continuous improvement.

Qualifications:

• Bachelor's degree in any field.
• Minimum of 10 years of experience in contact center management
• Proven track record of leading and managing large teams in a high-volume contact center environment.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organization.
• Proficient in contact center software and technologies.
• Strong organizational skills and attention to detail.