Customer Experience Manager

1 week ago

Mohali, Punjab, India eClerx Full time

At eClerx, we are seeking an experienced Customer Experience Manager to join our team. This role is ideal for a seasoned professional with over 10 years of experience in process management and customer operations.

The successful candidate will have the ability to lead client/vendor reviews/calibrations, revert to client/vendor queries on routine issues, and provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely. Additionally, they will be responsible for managing multiple teams, performing audits and quality checks on Team Leads & Floor Supports, and ensuring cross skilling and periodic process re-verification to ensure resource pool.

We offer a competitive salary of $120,000 - $180,000 per year, based on qualifications and experience, plus additional benefits such as health insurance, retirement plan, and paid time off.

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
  • 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
  • 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.

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