Senior Process Manager

6 hours ago

Pune, Maharashtra, India eClerx Full time
Description

Customer Operations –Chat and Voice Process- Senior Process Manager 
India | Full-time (FT) | Customer Operations | Location- Pune

Shift Timings – Flexible 24x7 |Management Level – Senior Manager

Specialisation – International BPO, Chat.

About Us: At eClerx, we pride ourselves on providing exceptional customer service. Our chat contact centre is the heart of our customer interactions, and we are looking for a Senior Manager to lead our dedicated team. If you have a passion for customer satisfaction, team leadership, and operational excellence, we want you on our team.

Position Summary: The Senior Manager, Chat Contact Centre, will oversee the daily operations of our chat contact centre. This role requires a dynamic leader who can manage and motivate a team of supervisors and agents, ensure customer satisfaction, and drive continuous improvement in service delivery. The ideal candidate will have a strong background in contact centre management, excellent communication skills, and a strategic mindset.

Key Responsibilities:

  1. Leadership & Team Management:
    • Lead, mentor, and develop a team of supervisors and contact centre agents to ensure high performance.
    • Foster a positive and inclusive work environment that encourages teamwork and continuous improvement.
  2. Operational Management:
    • Oversee the daily operations of the inbound contact centre to ensure efficient and effective service delivery.
    • Monitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets.
    • Develop and implement policies and procedures to improve operational efficiency and customer satisfaction.
  3. Customer Experience:
    • Ensure that the highest level of customer service is provided in every interaction.
    • Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
    • Analyse customer feedback and trends to identify areas for improvement.
  4. Strategic Planning & Execution:
    • Develop and execute strategic plans to enhance contact centre operations and achieve business objectives.
    • Collaborate with senior leadership to align contact centre goals with overall company strategy.
    • Stay updated on industry trends and best practices to drive innovation and improvements.
  5. Performance Management:
    • Conduct regular performance reviews and provide feedback to supervisors and agents.
    • Identify training needs and coordinate with the training department to ensure staff development.
    • Implement and manage incentive programs to motivate and reward high performance.
  6. Reporting & Analysis:
    • Prepare and present regular reports on contact centre performance, including call volume, response times, and customer satisfaction.
    • Use data and analytics to identify trends, make informed decisions, and drive continuous improvement.

Qualifications:

  • Bachelor's degree in any field.
  • Minimum of 4 years of experience in contact centre management
  • Proven track record of leading and managing large teams in a high-volume contact centre environment.
  • Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organisation.
  • Proficient in contact centre software and technologies.
  • Strong organisational skills and attention to detail.

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