Senior Process Manager - Voice/ CHAT

eClerx LLC; Pune District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

eClerx LLC in Pune is seeking a Senior Process Manager to lead international BPO operations with a focus on customer service and voice processes. The role requires strong communication, 24/7 US shift flexibility, and expertise in telecom/cable repair workflows.

You will oversee multiple teams, drive process improvements, manage client reviews, and ensure adherence to performance metrics and timelines. Bachelor's degree holders are encouraged to apply.

Qualifications

• 10+ years of experience in International BPO - Customer Service.
• Handling Voice process is required.
• Flexible with 24*7 (US Shift).
• Understanding of the repair process in Telecom and Cable industry; ability to analyse information and choose solutions.

Responsibilities

• Monitor and improve operations; identify problems; implement action plans and audits.
• Recruit, train, coach, schedule, and review team contributions and policies.
• Prepare performance reports by analyzing data and trends.
• Meet financial objectives by budgeting and analyzing variances.
• Keep up with trends in BPO operations and train teams accordingly.
• Lead and participate in client/vendor reviews and calibrations.
• Ensure timely client deliverables and maintain quality metrics.
• Perform audits on team leads and floor supports; provide feedback.

Skills

Experience in international BPO

Voice process experience

Excellent communication

US shift availability

Telecom repair process knowledge

Education

Graduation

Job description

Hi Candidate,

eClerx is Hiring for Senior Process Manager role.

Requirement

• 10+ years of experience in International BPO - Customer Service
• Handling Voice process is required
• Excellent Communication Skill
• Flexible with 24*7 (US Shift)
• 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.

Roles and 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
• 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

Preferred Qualifications

- Any Graduation