Job Description

JOB DESCRIPTION ASSOCIATE PROCESS MANAGER - CHAT India - Chandigarh | Full-time (FT) | Customer Operations | Job ID_ Shift Timings - Flexible 24x7 Level - Manager Travel Requirements - NA Specialism - International BPO, Chat We are looking to add to our talent pool Associate Process Manager - Chat with 3-5 years of experience. As part of the Chat 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. The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. He/she must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objects. Additionally, he/she must be self-directed, proactive and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. 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 Associate Process Manager 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 metrics are met timely . Perform audits, quality checks, and provide periodic performance feedback on the Team Leads & Floor Supports . Ensure cross-skilling and periodic process reverification 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 Minimum Qualifications . 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 . Analytical skills . MS Office (Excel / PowerPoint) . Presentation skills Preferred Qualifications . Good Knowledge of MS-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 . Team Handling . People Management . Client Management About eClerx eClerx provides business process management, automation and analytics services to a number of Fortune 2000 enterprises, including some of the world\'s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs 13,000 people across Australia, Canada, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, UK, and the USA. About eClerx Customer Operations 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 quality monitoring/insights, advanced analytics, automation, superior technical operations support, and digital care services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities - transforming everyday touchpoints into a superior customer experience. Awards and Accolades Disclaimer - eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law. To learn more about eClerx and its global operations - Explore Opportunities https://careers.eclerx.com or share your CV with us at Copyright (c)2022. eClerx Services Limited.

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