- Drive SLA & KPI performance (AHT, CSAT, NPS & Response Time)
- Handle escalations and provide real-time support
- Must have experience in Voice process ,Sales & retenation
- 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 cutting-edge 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

📌 Associate Process Manager (Chandigarh)
🏢 eClerx
📍 Chandigarh