JOB DESCRIPTION
Lead and manage a team of 15–20 customer support associates, driving performance, engagement, and retention.
Monitor key operational KPIs including CSAT, SLA, Quality, Productivity, Attendance, and Adherence.
Conduct regular coaching, performance reviews, and action planning to improve individual and team performance.
Handle customer escalations, conflicts, and PIPs, ensuring timely resolution and service recovery.
Analyze operational data, prepare performance reports, and conduct RCA and process improvement initiatives.
Partner with Quality, Training, and WFM teams to improve customer experience, resolution rates, & overall business performance.
QUALIFICATION & EXPERIENCE
Bachelor's degree in any discipline.
Experience managing support operations for international markets
Experience should include queue management, SLA management, escalation management
Prior OTT/streaming platform support experience is an added advantage
Chat, Email, and Social Media support operations expertise
Quick to adapt to evolving business needs and effectively implement the frequent process changes
Experience managing KPIs, SLAs, CSAT, and Quality metrics

📌 Associate Process Manager Pune
🏢 eClerx
📍 Pune