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eclerx is hiring For International voice process For Manager

5-9 years

₹ 4 - 6.5L/yr

Navi Mumbai

1 vacancy

eclerx is hiring For International voice process For Manager

eClerx

posted 8d ago

Job Description

Role & responsibilities


eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Chat/Voice 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.

The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. He/she must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objects. Additionally, he/she must be self-directed, proactive and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors.

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.



Shift Timings Flexible 24x7 |Management Level Manager

Specialisation – International BPO


Customer Operations 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
  • Focus on retention of staff through career mapping & guiding team members
  • Advocate and follow organizational policies and procedures
  • Adhere to the information security requirements
  • Ensure all client deliverables met within timelines
  • Ensure productivity/quality enhancement and process meet all metrics
  • Remediation of any major incident
  • Manage client MBR/QBR deck, client calls and reviews


Preferred candidate profile

-Open to work in 24 * 7 Shift


Contact -Rupali.devlekar.C@eclerx.com





Employment Type: Full Time, Permanent

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What people at eClerx are saying

3.4
 Rating based on 9 Intern reviews

Likes

Good exposure to projects. However projects did not require anh particular skill set apart from Proj. Mgt

Dislikes

Compensation, No Challenging work, No appreciation and senior management not up to mark

Read 9 reviews

Intern salary at eClerx

reported by 7 employees
₹2.6 L/yr - ₹5 L/yr
8% less than the average Intern Salary in India
View more details

What eClerx employees are saying about work life

based on 4.7k employees
54%
81%
74%
72%
Flexible timing
Monday to Friday
No travel
Day Shift
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eClerx Benefits

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Work From Home
Team Outings
Education Assistance
Soft Skill Training
Job Training
Health Insurance +2 more
Submitted by Employees
Cafeteria
Soft Skill Training
Job Training
Health Insurance
Team Outings
Work From Home +6 more
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eClerx Navi Mumbai Office Locations

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Navi Mumbai Office
eClerx Services Limited, Building#14, 4th- 5th Floors, K Raheja Mindspace, Plot #3 TTC Industrial Area, Thane Belapur Road, Airoli, Navi Mumbai 400708 Navi Mumbai
400708
Navi Mumbai Office
Building # 11, 4th- 6th Floors, K Raheja Mindspace, Plot #3 TTC Industrial Area, Thane Belapur Road, Airoli, Navi Mumbai 400708 Navi Mumbai
400708

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