Senior Process Manager

4 days ago

Chandigarh, India eClerx Full time

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

Specialisation – International BPO, Chat/Inbound voice

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

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world’s leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India’s leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.

eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing a blend of technology and domain knowledge that support our clients’ evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities – transforming everyday touchpoints into a superior customer experience.

  • Senior Process Manager

    7 days ago

    Chandigarh, India eClerx Full time

    Customer Operations –Chat and Voice Process- Senior Process ManagerIndia | Full-time (FT) | Customer Operations | Job ID_Shift Timings – Flexible 24x7 |Management Level – Senior ManagerSpecialisation – International BPO, Chat/Inbound voice eClerx is looking to hire an experienced professional with 8-12 years of experience. As part of the Chat or...

  • Senior Process Manager

    2 weeks ago

    Chandigarh, Chandigarh, India eClerx Full time

    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 Specialisation – International BPO, Chat/Inbound voiceeClerx is looking to hire an experienced professional with 8-12 years of experience. As part of the Chat or...

  • Senior Process Manager

    4 weeks ago

    chandigarh, India eClerx Full time

    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 Specialisation – International BPO, Chat/Inbound voiceeClerx is looking to hire an experienced professional with 8-12 years of experience. As part of the Chat...

  • Process Manager

    3 days ago

    Chandigarh, India eClerx Full time

    Process Manager Role & responsibilities:Work closely with the Program Leader and other senior managers in the program to ensure a balance in HR & Ops communication and that Company policies are adhered to in the ProgramOversee the 90-Day On-boarding program.Ensure that the employees in the Program attend KM trainings programsConduct sessions to explain the...

  • Process Manager

    6 days ago

    Chandigarh, India eClerx Full time

    Process Manager Role & responsibilities: Work closely with the Program Leader and other senior managers in the program to ensure a balance in HR & Ops communication and that Company policies are adhered to in the Program Oversee the 90-Day On-boarding program. Ensure that the employees in the Program attend KM trainings programs Conduct sessions to explain...

  • Process Manager

    3 days ago

    chandigarh, India eClerx Full time

    Process Manager Role & responsibilities: Work closely with the Program Leader and other senior managers in the program to ensure a balance in HR & Ops communication and that Company policies are adhered to in the Program Oversee the 90-Day On-boarding program. Ensure that the employees in the Program attend KM trainings programs Conduct sessions to...

  • Associate Process Manager

    4 weeks ago

    Chandigarh, India eClerx Full time

    Associate Process Manager Roles and responsibilities:Quality Consultant – Black BeltIf you have a passion for learning and thrive on working with a diverse range of processes, if you possess a tenacious spirit and are driven to persevere until goals are achieved, and if you embrace engaging with people from all walks of life, then look no further –...

  • Associate Process Manager

    4 weeks ago

    chandigarh, India eClerx Full time

    Associate Process Manager Roles and responsibilities: Quality Consultant – Black Belt If you have a passion for learning and thrive on working with a diverse range of processes,  if you possess a tenacious spirit and are driven to persevere until goals are achieved,  and if you embrace engaging with people from all walks of life,  then look no further...

  • Associate Process Manager

    4 weeks ago

    Chandigarh, India eClerx Full time

    Associate Process Manager Roles and responsibilities:Quality Consultant – Black BeltIf you have a passion for learning and thrive on working with a diverse range of processes, if you possess a tenacious spirit and are driven to persevere until goals are achieved, and if you embrace engaging with people from all walks of life, then look no further –...

  • Process Manager

    3 weeks ago

    Chandigarh, India eClerx Full time

    PMROLE DETAILSFunctional RolePM - TTS-Calling/TroubleshootingKey SkillsBasic Excel SkillsCritical CompetenciesAnalytical Thinking, Communication, Customer Orientation, Initiative, People Management/Domain Exper, Quality Orientation, TeamworkJob Description·Ensure Critical Performance Metrics are met consistently·Prepare and circulate Client / Vendor...

  • Process Manager

    2 months ago

    chandigarh, India eClerx Full time

    Customer Operations - Process Manager India- Pune | Full-time (FT) | Customer Operations | Job ID_Shift Timings – Flexible 24x7 |Management Level – Manager Specialisation – 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 specifically...

  • Process Manager

    2 months ago

    Chandigarh, India eClerx Full time

    Customer Operations - Process Manager India- Pune | Full-time (FT) | Customer Operations | Job ID_Shift Timings – Flexible 24x7 |Management Level – Manager Specialisation – 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 specifically...

  • Process Manager

    2 weeks ago

    Chandigarh, Chandigarh, India eClerx Full time

    PMROLE DETAILSFunctional RolePM - TTS-Calling/TroubleshootingKey SkillsBasic Excel SkillsCritical CompetenciesAnalytical Thinking, Communication, Customer Orientation, Initiative, People Management/Domain Exper, Quality Orientation, TeamworkJob DescriptionEnsure Critical Performance Metrics are met consistentlyPrepare and circulate Client / Vendor DecksLead...

  • Process Manager

    4 weeks ago

    chandigarh, India eClerx Full time

    PM ROLE DETAILS Functional Role PM - TTS-Calling/Troubleshooting Key Skills Basic Excel Skills Critical Competencies Analytical Thinking, Communication, Customer Orientation, Initiative, People Management/Domain Exper, Quality Orientation, Teamwork Job Description ·Ensure Critical Performance Metrics are met consistently ·Prepare and circulate Client /...

  • Process Manager

    4 weeks ago

    Chandigarh, India eClerx Full time

    PM ROLE DETAILSFunctional RolePM - TTS-Calling/TroubleshootingKey SkillsBasic Excel SkillsCritical CompetenciesAnalytical Thinking, Communication, Customer Orientation, Initiative, People Management/Domain Exper, Quality Orientation, TeamworkJob Description·Ensure Critical Performance Metrics are met consistently·Prepare and circulate Client / Vendor...

  • Associate Process Manager

    3 months ago

    Chandigarh, India eClerx Full time

    Customer Operations - Associate Process ManagerIndia- Pune | Full-time (FT) | Customer Operations | Job ID_Shift Timings – Flexible 24x7  Specialisation – International BPO, Voice ProcesseClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Voice process team, your role will specifically focus on...

  • Associate Process Manager

    3 months ago

    chandigarh, India eClerx Full time

    Customer Operations - Associate Process ManagerIndia- Pune | Full-time (FT) | Customer Operations | Job ID_Shift Timings – Flexible 24x7  Specialisation – International BPO, Voice ProcesseClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Voice process team, your role will specifically focus on...

  • Senior Manager

    2 weeks ago

    Chandigarh, Chandigarh, India U.S & Co. Full time

    Job Description: As a Financial Planning & Analysis (FP&A) Lead, you will collaborate closely with the Chief Financial Officer (CFO) and the Finance Controller to oversee the business planning function for the India business. You will play a key role in developing and maintaining the organization's business plans, as well as contributing to shaping the...

  • Retail Agri-processing Officer

    4 weeks ago

    Chandigarh, India HDFC Bank Full time

    **Group Company**: HDFC Bank Limited **Designation**: Retail Agri-Processing Officer (SBU44-4_496_100128) **Office Location**: INDUSTRIAL AREA - CHANDIGARH, INDUSTRIAL AREA - CHANDIGARH **Position description**: Support Business team through various data analysis, telecalling etc. **Primary Responsibilities**: - Co-ordinate and follow up with team for...

  • Retail Agri-processing Officer

    1 day ago

    Chandigarh, India HDFC Bank Full time

    **Group Company**: HDFC Bank Limited **Designation**: Retail Agri-Processing Officer (SBU44-4_496_100128) **Office Location**: INDUSTRIAL AREA - CHANDIGARH, INDUSTRIAL AREA - CHANDIGARH **Position description**: Support Business team through various data analysis, telecalling etc. **Primary Responsibilities**: - Co-ordinate and follow up with team for...