- 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