Description
Customer Operations –Chat and Voice Process- Senior Process Manager
India | Full-time (FT) | Customer Operations | Location- Pune

Shift Timings – Flexible 24x7 |Management Level – Senior Manager
Specialisation – International BPO, Chat.
About Us: At eClerx, we pride ourselves on providing exceptional customer service. Our chat contact centre is the heart of our customer interactions, and we are looking for a Senior Manager to lead our dedicated team. If you have a passion for customer satisfaction, team leadership, and operational excellence, we want you on our team.
Position Summary: The Senior Manager, Chat Contact Centre, will oversee the daily operations of our chat contact centre. This role requires a dynamic leader who can manage and motivate a team of supervisors and agents, ensure customer satisfaction, and drive continuous improvement in service delivery. The ideal candidate will have a strong background in contact centre management, excellent communication skills, and a strategic mindset.
Key Responsibilities:
- Leadership & Team Management:
- Lead, mentor,



and develop a team of supervisors and contact centre agents to ensure high performance.
- Foster a positive and inclusive work environment that encourages teamwork and continuous improvement.
- Operational Management:
- Oversee the daily operations of the inbound contact centre to ensure productive and effective service delivery.
- Monitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets.
- Develop and implement policies and procedures to improve operational efficiency and customer satisfaction.
- Customer Experience:
- Ensure that the highest level of customer service is provided in every interaction.
- Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
- Analyse customer feedback and trends to identify areas for improvement.
- Strategic Planning & Execution:
- Develop and execute strategic plans to enhance co

📌 Senior Process Manager (Pune)
🏢 eClerx
📍 Pune