Senior Process Manager
7 hours ago
Customer Operations –Chat and Voice Process- Senior Process Manager
India | Full-time (FT) | Customer Operations | Job ID_
Shift Timings – Flexible 24x7 |Management Level – Senior Manager
eClerx is looking to hire an experienced professional with 8-12 years of experience. As part of the Chat or Voice support 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 knowledge relevant to the functional area, and act as a subject matter expert in providing advice in the area of expertise, and also focus on continuous improvement for maximum efficiency. It is vital to focus on high standard of delivery excellence, provide top-notch service quality and develop successful long-term business partnerships with internal/external customers by identifying and fulfilling customer needs. He/she should be able to break down complex problems into logical and manageable parts in a systematic way, and generate and compare multiple options and set priorities to resolve problems. The ideal candidate must be proactive, and go beyond expectations to achieve job results and create new opportunities. He/she must positively influence the team, motivate high performance, promote a friendly climate, give constructive feedback, provide opportunities for development, and manage career aspirations of direct reports. Communication skills are key here, to explain organizational objectives, assignments, and the big picture to the team, and to articulate team vision and clear objectives.
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.
Customer Operations Senior 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
Minimum Qualifications
Overall, experience of 9+ years and should be a graduate or post graduate in any specialisation
Preferred Qualifications
- Graduation in Computer Science, Computer Applications or related subjects
-
Senior Process Manager
10 hours ago
Pune, Maharashtra, India eClerx Full time ₹ 12,00,000 - ₹ 36,00,000 per yearDescriptionCustomer Operations –Chat and Voice Process- Senior Process Manager India | Full-time (FT) | Customer Operations | Location- PuneShift Timings – Flexible 24x7 |Management Level – Senior ManagerSpecialisation – International BPO, Chat.About Us: At eClerx, we pride ourselves on providing exceptional customer service. Our chat contact...
-
Senior Process Manager
2 weeks ago
Pune, Maharashtra, India eClerx Career Site Full time ₹ 8,00,000 - ₹ 24,00,000 per yearSenior Process Manager – KYC Pune / Mumbai / Chandigarh| Full-time (FT) | Financial MarketsShift Timings: APAC/EMEA/US |Management Level: SPM| Travel Requirements: NAThe candidate must possess knowledge relevant to the functional area, and act as a subject matter expert in providing advice in the area of expertise, and also focus on continuous...
-
Senior Process Manager
8 hours ago
Pune, Maharashtra, India eClerx Career Site Full time ₹ 20,00,000 - ₹ 25,00,000 per yearEssential Duties and Responsibilities:Regularly conducting thorough budget vs actual comparisons on a monthly basisAnalyze financial data to identify trends, variances, and opportunities for improvement.Validating PO and PO approval Partner with cross-functional teams to gather relevant information for financial analysis.Prepare monthly financial reports...
-
Product/Process Engineer
2 days ago
Pune, Maharashtra, India HRS Process Systems Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per yearRole & responsibilitiesUnderstanding designs Types of HEs & systems manufactured by HRS.Knowledge of fundamentals of process designing, thermal design calculations.Technically sound in terms of Process flow calculations.Making proposals / Quotations with optimized solutions for enquiries received from customers.Interaction & negotiating with customers for...
-
Product /Process Engineer - Food Systems
8 hours ago
Pune, Maharashtra, India HRS Process Systems Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per yearRole & responsibilitiesSupport for business generation by target market search, approach to propose products & solutions of the companyUnderstand the process requirement and design systems/plantsValidate thermal and mechanical designs, Preparation of Key components BOQ.Support for project commissioning, troubleshooting requirements at customer sitesSearching...
-
Purchase Position
2 weeks ago
Pune, Maharashtra, India DVC Process Technologists Full time ₹ 6,00,000 - ₹ 12,00,000 per yearCompany: DVC Process TechnologistsLocation: Baner (Head Office), PuneExperience:We have 2 requirements,1. Purchase Engineer/ Purchase Officer - 3 to 4 years of experience2. Assistant Manager/ Mid Senior Level Position - 9 to 15 years of experienceReporting To: Purchase ManagerKey Responsibilities:Handle procurement of Bought Outs such as Motors, Gearboxes,...
-
Process Manager
4 days ago
Pune, Maharashtra, India eClerx Career Site Full time ₹ 12,00,000 - ₹ 24,00,000 per yearThe candidate must possess in-depth functional knowledge of HR processes and apply it to operational scenarios to provide effective solutions. The candidate 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...
-
Process Manager
1 week ago
Pune, Maharashtra, India eClerx Career Site Full time ₹ 15,00,000 - ₹ 25,00,000 per yearRole Overview:We are seeking a highly experienced and strategic Senior Business Analyst to lead a critical data management initiative. This project focuses on building and maintaining entity mappings across firm-wide back-office systems, enabling legal hierarchy modeling and automation of data maintenance. The ideal candidate will bring deep domain...
-
Pune, Maharashtra, India Reva Process Technlogies Full time ₹ 12,00,000 - ₹ 24,00,000 per year*Hydraulic Calculations,PSV Sizing,Inlet & Outlet Line Sizing*P&ID development,preparation of Cause &Effect Diagram*Vessel Sizing,Equipment & Instrument Datasheet Preparation*Heat Exchanger Design,Rating & Simulation using HTRI*Design Engineering Required Candidate profileMathematical,Problem-solving & analytical skills, out-of-box thinking, organization...
-
Process Manager
6 hours ago
Pune, Maharashtra, India eClerx Full time ₹ 6,00,000 - ₹ 18,00,000 per yearDescriptionCustomer Operations - Process Manager India- Pune | Full-time (FT) | Customer Operations | Job ID_Shift Timings – Flexible 24x7 |Management Level – ManagerSpecialization – International BPO, 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...
