Associate Process Manager

Job Description

Job Description- Associate Process Manager

This role will be an essential part of the Voice Program in the Customer Operations Vertical.

- Candidate must have good communication and interpersonal skills. He/she should have the ability to quickly and efficiently assimilate process knowledge and be good at problem solving and root cause analysis. They must be professional in conduct/behavior, appearance and communication. An understanding of web technology and cable setup is necessary. They must possess the ability to analyze information and evaluate results to choose the best solution and solve problems. He/she needs to have the ability to adapt to perpetual changes as per business needs and reliability in terms of attendance and timing is necessary.

- Those who have knowledge of excel, are experienced in troubleshooting related process, have experience in cable or telecom industry, can analyze information and evaluate results to choose the best solution and solve problems and can multi-task are preferred.

- The candidate must have the ability to listen, comprehend information, and communicate effectively. Sharing work-related information with all the key stakeholders and highlighting opportunities for improvement/concerns, if any. They must be able to work collaboratively with a group of people to achieve team goals and be able to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. They must also have the ability to take proactive actions and willingness to take up responsibility beyond the assigned work area.

- Voice Process: Customer Operations Associate Process Manager Responsibilities

- Prepares performance reports by collecting, analyzing, 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 & Floor Supports
- Provide feedback to the Team & 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