Associate Process Manager (Voice Process)

Hello Candidate,

We are pleased to inform you that we are currently seeking candidates for the position of Associate Process Manager - Operations (Voice Process)

Location - Mohali

The ideal candidate should meet the following requirements:

• A minimum of 4+ years of overall experience in international processes
• At least 2+ years of experience in team management
• Preferably has experience in the telecom / cable industry
• Experience in Troubleshooting related process
• Comfortable working US rotational shifts (including night shifts)
• A bachelor's degree is mandatory

Job 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.

If you are interested in this opportunity, please share your resume with us at sushmita.gaikwad01@eclerx.com.