eClerx is looking to hire an experienced professional with 8+ 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. 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 and to effectively lead, control, and
motivate groups towards company objects. Additionally, Candidate must be
self-directed, proactive and seize every prospect 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.

Candidate 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 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 periodic

📌 Process Manager (Chandigarh)
🏢 eClerx
📍 Chandigarh