Customer Operations Chat and Voice Process- Senior Process Manager
India |Full-time (FT)|Customer Operations |Job ID_
Shift Timings Flexible 24x7 |Management Level Senior Manager Specialisation International BPO, Chat/Inbound voice eClerx is looking to hire an experienced qualified with 8-12 years of experience. As part of the Chat or Voice support 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.
It is vital to focus on high standard of delivery excellence, provide top-notch service quality and develop successful long-term business partnerships with internal/external customers by identifying and fulfilling customer needs. He/she must positively influence the team, motivate high performance, promote a friendly climate, give constructive feedback, provide opportunities for development, and manage career aspirations of direct reports. 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 Senior Process Manager Responsibilities
Prepares performance reports by collecting, analysing, and summarizing data and trends
Ensure Critical Performance Metrics are met consistently
Perform audits and quality checks on Team Leads & Floor Supports
Provide feedback to the Team Leads & Floor Supports periodically on their performance
Perform Training Need Identification for teams
Build team spirit through group sessions, activities, and projects
Advocate and follow organizational policies and procedures
Ensure productivity/quality enhancement and process meet all metrics
Manage client MBR/QBR deck, client calls and reviews
Overall, experience of 9+ years and should be a graduate or post graduate in any specialisation
Graduation in Computer Science, Computer Applications or related subjects