via Career pages·2w ago
Process Manager
eClerx Services
Full-timeOn-site
Location:Mumbai, Maharashtra, IndiaType:Full-timePosted:2w ago
Key Responsibilities
- Lead and mentor a team of L1 Operations Specialists.
- Monitor daily queue health and workload distribution.
- Conduct shift briefings and operational handovers.
- Provide real-time coaching and floor support.
- Monitor adherence to schedules and productivity targets.
- Support onboarding and training of new team members.
- Handle complex contractor validation scenarios.
- Review and approve exception requests.
- Coordinate with field operations, engineering, and customer teams.
- Ensure critical work authorizations are completed within SLA.
- Perform operational risk assessments when required.
- Review audit findings and implement corrective actions.
- Identify and support AI-enabled and automation-led transformation initiatives.
- Serve as the primary escalation point for L1 analysts.
- Provide operational insights and trend analysis.
Required Qualifications
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