Associate Program Manager

We have an Opportunity available for Customer Operations - Associate Program Manager position. Mentioned below are the details:

Work Location: Mumbai
Designation: Associate Program Manager
Shift Timings: TBC

About this job
The Customer Operations Account Manager will join fellow India based and US based account managers in overseeing the success of one of eClerx largest clients, a Fortune 100 company with global presence in Cable, Media and Entertainment. This role will partner closely with cross functional teams within eClerx including operations, training, quality and business intelligence. Our goal is to provide optimal services through strong performance and innovative and insightful solutions to maximize the customer and team member experience.

Job Description:

• Maintain existing business relationship with assigned clients by staying closely connected to operations teams, monitoring progress of ongoing projects, and helping to address and resolve promptly, accurately, effectively, and to the clients satisfaction, any issues or problems that may arise.

• Business Development - Manage existing revenue portfolio and grow the service portfolio with the client. Be a strategic partner to assigned clients by demonstrating a significant understanding of its specific challenges and opportunities.

• Customer Development - Develop strong consultative customer relationships with internal and external stakeholders. Work in tandem with other Account Managers, Operations, Training and Quality to ensure high customer satisfaction.

• Collaborates closely with a matrixed cross-functional team including agent and leader level to secure alignment, identify improvement opportunities and develop innovative solutions and insights to improve customer and team member experience;

• Provide insights and perspectives that support client initiatives, drive client business goals and align eClerx services with client needs

• Project Manage new initiatives and provide continual performance feedback, calibrate with clients on quality guidelines and identify training needs

• Present to clients in weekly, monthly and quarterly business review meetings

• Lead client site visits by planning and facilitating agenda that meets client and eClerx goals

• Champion the development and delivery of innovative proposals to capture both organic account growth and new business opportunities

• Perform other duties, as needed, to meet the needs of the business.

Basic Requirements:

• Strong understanding of customer experience and call center metrics and how they apply to drive business results.
• Ability to identify business and process improvement areas by providing business intelligence and improvement proposals to clients.
• Strong understanding of multi-channel communication process for customer engagement.
• Comfortable Driving Change and Innovation: Demonstrates a proactive approach to improving efficiency and effectiveness.
• Proactive and Collaborative with a proven track record of responsiveness to internal and external stakeholders.
• The ability to work independently to contribute to a geographically dispersed team.
• Excellent verbal and written communication skills, and presentation skills including content development for client-facing presentations.