Associate Process Manager-chat @ eClerx

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Associate Process Manager-chat

eClerx
3 - 8 years
Mumbai
3 months ago
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Job Description

About the Role

We are looking for a skilled Team Lead to manage and drive performance for our US Chat Support Process. The ideal candidate should have experience in handling chat operations, leading teams, and ensuring SLA/KPI adherence.

Key Responsibilities

Manage chat support team operations

Drive SLA & KPI performance (AHT, CSAT, Response Time)

Handle escalations and provide real-time support

Conduct huddles, feedback, and performance reviews

Motivate & mentor the team for continuous improvement

Requirements

4 years BPO experience with 1 year as Team Lead (Chat process preferred)

Excellent written communication (grammar, typing speed)

Strong analytical & problem-solving skills

Willing to work in US Night Shifts and rotational week offs

Interested candidates can send resumes to: [ru**************C@ec***x.com]

Job Classification

Industry: BPM / BPO
Functional Area / Department: Customer Success, Service & Operations
Role Category: Operations
Role: Assistant Manager
Employement Type: Full time

Contact Details:

Company: eClerx
Location(s): Mumbai

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Keyskills: aht International Chat Process Shrinkage International Process CSAT Attrition Operations US

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₹ -5 Lacs P.A

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Your name (*)

Email (*)

Mobile (*)

Preferred City (* max. 2 w/comma)

Designation / Expected Role

Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

I agree with website service terms and conditions

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eClerx

Associate Process Manager-chat @ eClerx

Home > Operations