Associate Process Manager

Shift Timings – Flexible 24x7 Specialisation – International BPO, Voice Process

eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the 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.

The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. Candidate 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, candidate 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 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

• Prepares performance reports by collecting, analysing, and summarizing data and trends

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Ensure Critical Performance Metrics are met consistently

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Lead client/vendor reviews/calibrations

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Revert to client/vendor queries on routine issues

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Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely

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Manage multiple teams

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