Customer Operations –CHAT/VOICE- Process Manager
India- Chandigarh | Full-time (FT) | Customer Operations | Job ID_

Shift Timings – Adaptable 24x7 |Management Level – Manager

SPECIALISATION – INTERNATIONAL BPO, CHAT/VOICE

eClerx is looking to hire an experienced professional with 6-9 years of
experience. As part of the Chat/Voice 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 in-depth functional knowledge of the process area and
apply it to operational scenarios to provide effective solutions. He/she 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 and to effectively lead, control, and
motivate groups towards company objects. Additionally, he/she must be
self-directed,



proactive and seize every opportunity to meet internal and
external customer needs and achieve customer satisfaction by effectively
auditing processes, implementing best practices and process improvements, and
utilizing the frameworks and tools available. Goals and thoughts must be clearly
and concisely articulated and conveyed, verbally and in writing, to clients,
colleagues, subordinates, and supervisors.

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 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

📌 Process Manager (Chandigarh)
🏢 eClerx
📍 Chandigarh