Senior Process Manager
- eClerx
- 10 - 17 years
- Mumbai
- 22 days ago
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Job Description
eClerx is looking to hire an experienced professional with 8-12 years of experience. As part of the 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.
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.
Customer Operations Senior 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
Minimum Qualifications
Overall, experience of 9+ years and should be a graduate or post graduate in any specialisation
Note-1.Candidate must be flexible to work in night shifts and rotational week offs .
2. Telecom experience preferred.
Contact -Interested candidate can share their profile on -ru**************C@ec***x.com
eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the worlds leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of Indias leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: eClerxLocation(s): Mumbai
Keyskills: Operations Management Team Management Telecom Sales Telecommunication Shrinkage Aht Attrition Cables US Process Telecom CSAT Operations International BPO
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