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1 eClerx Senior Process Manager Job

Senior Process Manager (Telecom - CHAT/ Voice Process)

10-16 years

₹ 10.26 - 25L/yr (AmbitionBox estimate)

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This is an estimate of the average salary range for this position. It has not been reviewed by the company, and the actual salary may differ.

Pune

2 vacancies

Senior Process Manager (Telecom - CHAT/ Voice Process)

eClerx

posted 29d ago

Job Description


Hello Candidate,


eClerx is Hiring for Senior Process Manager - Operation Telecom CHAT Process.
Requirement :

  • Telecom experience is required
  • 10+ years of experience in International BPO - Customer Service
  • Telecom exp is required
  • CHAT experience is preferred
  • Excellent Communication Skill
  • Flexible with 24*7 (US Shift)
  • 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.

Roles and Responsibilities

  • Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
  • Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
  • Prepares performance reports by collecting, analysing, and summarizing data and trends
  • Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
  • Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • 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

Minimum QualificationsOverall experience of 10+ years and should be a graduate or post graduate in any specialization

Preferred Qualifications- Graduation in Computer Science, Computer Applications or related subjects


Interested Candidate kindly share your resume on sushmita.gaikwad01@eclerx.com


Thanks & Regards,

Sushmita Gaikwad

Associate Process Manager HR Recruitment

eClerx Service Limited






Employment Type: Full Time, Permanent

Read full job description

eClerx Interview Questions & Tips

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What Senior Process Manager at eClerx are saying

3.6
 Rating based on 68 Senior Process Manager reviews

Likes

Faster growth for few

Dislikes

No employee focus

  • Salary - Bad
  • +5 more
Read 68 Senior Process Manager reviews

Senior Process Manager salary at eClerx

reported by 569 employees with 5-18 years exp.
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₹9 L/yr - ₹33 L/yr
At par with the average Senior Process Manager Salary in India
View more details

What eClerx employees are saying about work life

based on 5k employees
53%
80%
74%
72%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

eClerx Benefits

Submitted by Company
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
View more benefits

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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

Senior Process Manager (Telecom - CHAT/ Voice Process)

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