Process Manager

eClerx is looking to hire an experienced professional with 8+ years of experience. As part of the Chat/Voice 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 in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. Candidate must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objects. Additionally, Candidate must be self-directed, proactive and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors.

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 Process Manager Responsibilities

Prepares performance reports by collecting, analysing, 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