eClerx is looking to hire an experienced professional with over 12 years of
experience. As part of the 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 staff. Candidate will determine call center operational
strategies by conducting needs assessments, performance reviews, capacity
planning, and cost/benefit analyses; identifying and evaluating state-of-the-art
technologies; defining user requirements; establishing technical specifications,
and production, productivity, quality, and customer-service standards;
contributing information and analysis to organizational strategic plans and
reviews.

The leader must demonstrate an ability to anticipate, understand, and act on
evolving customer needs, both stated and unstated. Through this, candidate must
create a customer-centric organization and use innovative thinking frameworks to
foster value-added relations. With the right balance of bold initiatives,




continuous improvement and governance, the leader must adhere to the delivery
standards set by the client and eClerx by leveraging the knowledge of market
drivers and competition to effectively anticipate trends and opportunities. In
addition, the leader must demonstrate a capacity to transform, align, and
energize organization resources, and take appropriate risks to lead the
organization in a recent direction. As a leader, the candidate must build engaged
and high-impact direct, virtual and cross-functional teams, and take the lead
towards raising the performance bar, build capability and bring out the best in
their teams. By collaborating and forging partnerships both within and outside
the functional area, the leader must work towards a shared vision and achieve
positive business outcomes.

Candidate must also possess an understanding of the repair process in Telecom
and Cable industry, with

📌 Associate Program Manager (India)
🏢 eClerx
📍 India