Assistant Process Manager- International BPO
- eClerx Services
- 5 - 10 years
- Mohali, Chandigarh
- 5 years ago
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Job Description
India- Chandigarh | Full-time (FT) | Customer Operations-Voice Process
Shift Timings: Night Shifts | Management Level Assistant Manager | Travel Requirements - NA
Specialism Experience in International Call Center is must with exposure in Telecom/ Broadband/ DTH/ E-Commerce
This role will be an essential part of the Voice Process in the Customer Operations Vertical.
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.
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 a basic 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.
Assistant 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 matrices are met timely
- Manage multiple teams
- Ensure that team of associates has a clear understanding of performance expectations, are properly trained, have access to all the tools and resources they need to perform at high levels of productivity and efficiency.
- Communicate expectations to team member and provide timely business updates and changes. Conduct multiple call-coaching training sessions each week.
- Work as a subject matter expert for the team on client business rules, customer interaction policy and support tools
- Provide feedback to team members on their daily performance in an effective and timely manner and foster their professional development and growth via effective coaching.
- Manage team KPIs and retention initiatives.
- Audit and Identify performance related issues and develop an action plan for improvement by remedial training
- Perform root cause analysis regarding attendance and attrition
- Schedule and coordinate team activities.
- Identify and share operational best practices
- Identify process and business opportunities that can be flagged to the client as value ads
- Candidate shall adhere to the information security requirements.
- 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
To apply for the role, please mail your CV to Ha**********r@ec***x.com
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.
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 apply for the role, please mail your CV to Ha**********r@ec***x.com
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations, Role Category: VoiceRole: VoiceEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: CA in CA, M.Com in Commerce, MBA/PGDM in Any SpecializationDoctorate: Doctorate Not Required, Any Doctorate in Any SpecializationContact Details:
Company: eClerx ServicesAddress: 1st Floor,,Sonawala Building,29 Bank Street,Mumbai, , , MUMBAI, Maharashtra, IndiaLocation(s): Mohali, Chandigarh
Keyskills: Telecom International Call Center Inbound Calls Customer Operations International BPO
eClerx Services
eClerx provides critical business operations services to more than 30+ global Fortune 500 clients, including many of the world’s leading financial services firms, online retail and distributors, interactive media and entertainment, high tech and industrial manufactur...
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