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Hiring Assistant Managers and Senior Managers @ eClerx

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 Hiring Assistant Managers and Senior Managers

Job Description

Note: Drop-in your CVs to Ha*********r@ec***x.com with Subject line

"CHAT job application"


Work Experience


Associate Process Manager- 4-5 years

Process Manage - 5-7 years

Senior Process Manager- 7-9 years

Skills / Experience Required

Must haves

  • Good Communication Skills - Verbal & Written(
    Comprehension)
  • Good Customer Handling Skills
  • Needs to have ability to adapt to perpetual changes as per Business requirement.
  • Flexible for 24X7 Shifts

    • Good to haves

    • Good Knowledge of excel
    • Experience in Troubleshooting related process
    • Experience in Chat process
    • Experience in cable or telecom industry
    • Ability of analyzing information and evaluating results to choose the

    best solution and solve problems

    Key Competencies

    Critical Competencies

  • Ability to quickly and efficiently assimilate process knowledge
  • Strong process orientation, good people management and leadership skills
  • Detail & result oriented, self motivated with good analytical skills & ability to cope with pressure
  • Excellent communication and interpersonal skills including English language skills
  • Professional in conduct/behavior, appearance, and communication

    • Additional Competencies

  • Team Handling
  • Motivation
  • Time Management
  • People Management
  • Client Management

    • Behavioral Attributes & Other Comments

  • Ability to work in teams
  • Flexible to work in rotational US Shifts
  • Eye for detail
  • Should not have any commitments - part time courses, tuitions

    • Roles & Responsibilities

    Job Responsibilities

  • Ensure Critical Performance Metrics are met consistently
  • Prepare and circulate Client / Vendor Decks
  • Lead Client / Vendor reviews / calibrations
  • Revert to client/vendor queries on routine issues
  • Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely
  • Manage multiple teams
  • Perform audits and quality checks on the Team Leads & Floor Supports
  • Provide feedback to the Team Leads & Floor Supports periodically on their performance
  • Ensure cross skilling and periodic process re-verification to ensure resource pool
  • Perform Training Need Identification for teams
  • Perform Bottom Quartile Management
  • Ensure directives from Senior Leadership are percolated and acted upon
  • Hold periodic meetings, discuss task delegation and review issues
  • Conduct team huddles and meetings to discuss Operational updates
  • Build team spirit through group sessions, activities, projects
  • Focus on Retention of staff through Career mapping & guiding the team members
  • Advocate and follow the organizational policies and procedures
  • Candidate shall adhere to the information security requirements.

  • Role & Expected outcomes

  • Ensure all client deliverables met with in timelines
  • Ensure productivity/Quality enhancement and process met all metrics
  • Remediation of any major incident
  • Client MBR/QBR deck, Client Calls, reviews


    • Drop-in your CVs to Ha*********r@ec***x.com with Subject line

    " CHAT job application"

    Job Classification

    Industry: BPO, Call Centre, ITeS
    Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
    Role Category: Voice
    Role: Voice
    Employement Type: Full time

    Education

    Under Graduation: Any Graduate in Any Specialization
    Post Graduation: Post Graduation Not Required, Any Postgraduate in Any Specialization
    Doctorate: Doctorate Not Required

    Contact Details:

    Company: eClerx Services
    Location(s): Pune

    + View Contact

    Keyskills:   night shift operations chat process International Call Center people management team handling client management customer handling communication skills International BPO

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    eClerx

    eClerx Services Ltd, one of the first Knowledge Process firms listed in India (Bombay Stock Exchange: ECLERX), provides diverse and complex data analytics and customized process solutions to global enterprise Clients from our multiple India-based delivery centers. eClerx drives our Clients’ ...

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