Associate Process Manager- Customer service
- eClerx Services
- 4 - 9 years
- Mohali, Chandigarh
- 4 years ago
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Job Description
eClerx is urgently hiring for young & dynamic mangers for its Chandigarh location!
HR Reference: Sukriti Bhardwaj
Contact details: 978080-4***
su*************j@ec***x.com
Roles and Responsibilities
- Ensure Critical Performance Metrics are met consistently
- Prepare and circulate Client Decks
- Lead Client Calls / calibrations
- Revert to client queries on routine issues
- Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely
- Manage multiple teams and coordinate with other managers
- Ensure that team of associates has a clear understanding of performance expectations, are properly trained, have access to all the tools and resources they need to perform at high levels of productivity and efficiency.
- Communicate expectations to team member and provide timely business updates and changes. Conduct multiple call-coaching training sessions each week.
- Work as a subject matter expert for the team on client business rules, customer interaction policy and support tools
- Provide feedback to team members on their daily performance in an effective and timely manner and foster their professional development and growth via effective coaching.
- Manage team KPIs and retention initiatives.
- Audit and Identify performance related issues and develop an action plan for improvement by remedial training.
- Perform root cause analysis regarding attendance and attrition.
- Schedule and coordinate team activities.
- Identify and share operational best practices.
- Identify process and business opportunities that can be flagged to the client as value ads.
- Candidate shall adhere to the information security requirements.
- Ensure all client deliverables met with in timelines
- Ensure productivity/Quality enhancement and process met all metrics
Desired Candidate Profile
Must haves
- Excellent Communication Skills Verbal & Written (Comprehension)
- Needs to have ability to adapt to perpetual changes as per Business Requirement.
- Professional in conduct/behavior, appearance and communication
- Good at problem solving and root cause analysis
- Flexible for 24X7 Shifts
- Good Knowledge of excel
- Eye for detail
- Call Centre Experience in Inbound Process
Good to haves
- Experience in cable or telecom industry
- Ability of analyzing information and evaluating results to choose the
- best solution and solve problems
- Good Customer Handling Skills
- Experience in Troubleshooting related process
Critical Competencies
- Ability to quickly and efficiently assimilate process knowledge
- Strong process orientation, good people management and leadership skills
- Detail & result oriented, self-motivated with good analytical skills & ability to cope with pressure
- Excellent communication and interpersonal skills including English language skills
- Professional in conduct/behavior, appearance, and communication
Perks and Benefits
- Free Medical Insurance
- Shift allowances for working in Odd shift hrs.
Job Classification
Industry: BPO / Call CentreFunctional Area: Customer Success, Service & Operations, Role Category: OperationsRole: OperationsEmployement Type: Full timeEducation
Under Graduation: Any GraduateContact Details:
Company: eClerxAddress: 2nd Floor, Tower A & B, DLF Infocity Developer, Rajiv Gandhi Chandigarh Technology Park, Kishangarh, Chandigarh, 160101Location(s): Mohali, Chandigarh
Keyskills: Team Management process management people management Operations Management International BPO inbound process Technical Voice Process Night Shift
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eClerx Services
eClerx provides critical business operations services to more than 30+ global Fortune 500 clients, including many of the world’s leading financial services firms, online retail and distributors, interactive media and entertainment, high tech and industrial manufactur...
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