Customer Operations - Process Manager
India- Pune |Full-time (FT)|Customer Operations |Job ID_
Shift Timings Flexible 24x7 |Management Level Manager Specialisation International BPO, eClerx is looking to hire an experienced skilled with 4-9 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.
Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors.
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 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 6+ years and should be a graduate or post graduate in any specialisation
Graduation in Computer Science, Computer Applications or related subjects
eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the worlds leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of Indias leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.
eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing a blend of technology and domain knowledge that support our clients evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities transforming everyday touchpoints into a superior customer experience.

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