Job Description

JOB DESCRIPTION ROLE DETAILS Functional Role APM - TTS - Outbound calling Key Skills Back Office, International BPO, Voice Critical Competencies Analytical Thinking, Communication, Customer Orientation, Initiative, People Management/Domain Exper, Quality Orientation, Teamwork Voice Process Associate Process Manager India| Full-time (FT) | Customer Operations Shift Timings: Flexible (24.7) | Management Level - Assistant Manager Specialism - International BPO, Voice Process This role will be an essential part of the Voice Program in the Customer Operations Vertical. Candidate must have good communication and interpersonal skills. He/she should have the ability to quickly and efficiently assimilate process knowledge and be good at problem-solving and root cause analysis. They must be professional in conduct/behaviour, appearance and communication. An understanding of web technology and cable setup is necessary. They must possess the ability to analyse information and evaluate results to choose the best solution and solve problems. He/she needs to have the ability to adapt to perpetual changes as per business needs and reliability in terms of attendance and timing is necessary. Those who have knowledge of excel, are experienced in troubleshooting related process, have experience in cable or telecom industry, can analyse information and evaluate results to choose the best solution and solve problems and can multi-task are preferred. The candidate must have the ability to listen, comprehend information, and communicate effectively. Sharing work-related information with all the key stakeholders and highlighting opportunities for improvement/concerns, if any. They must be able to work collaboratively with a group of people to achieve team goals and be able to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. They must also have the ability to take proactive actions and willingness to take up responsibility beyond the assigned work area. Voice Process: Customer Operations Associate Process Manager Responsibilities . Prepares performance reports by collecting, analysing, and summarizing data and trends . Ensure Critical Performance Metrics are met consistently . 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 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, and projects . Focus on retention of staff through career mapping & guiding team members . Advocate and follow organizational policies and procedures . Adhere to the information security requirements . Ensure all client deliverables met within timelines . Ensure productivity/quality enhancement and process meet all metrics . Remediation of any major incident . Manage client MBR/QBR deck, client calls and reviews Minimum Qualifications Overall experience of 4+ years and should be a graduate or post graduate in any specialisation Preferred Qualifications . 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 world\'s 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 India\'s 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. QUALIFICATION Post Graduate NA Graduate B.A, B.B.A, B.B.M, B.C.A, B.C.S, B.Com, B.E, B.Ed, B.H.M, B.I.T, B.M.M, B.M.S, B.Pharm, B.Sc, B.Sc (IT), B.Tech, C.A, C.F.A, C.S, F.R.M, I.C.W.A, L.L.B, M.B.B.S Under Graduate NA Others Details EXPERIENCE Minimum 4Years Maximum 6Years Minimum Relevant 4Years Age Limit NA Others Details ABOUT THE TEAM eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world\'s 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 India\'s 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 Digital is the trusted partner of choice to the world\'s largest global brands for creative production, eCommerce/web operations, and analytics & insight services. We improve profitability for their digital businesses. Using the Follow the Sun delivery model, our team of 3,000+ full-time digital delivery employees - at our five productions hubs in Mumbai, Pune, Chandigarh, Verona, and Phuket - applies deep digital expertise to support the most demanding global clients effectively. eClerx Digital\'s innovative delivery model drives the \'metrics that matter\' for our clients: improved acquisition, conversion and retention, and overall lifetime value of your customer 24/7/365.

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