Senior process manager
3 weeks ago
Customer Operations – Voice Process - Senior Process Manager
India | Full-time (FT) | Customer Operations | Job ID_Shift Timings – Flexible 24x7 | Management Level – Senior Manager
Specialisation – Telecom International BPO, Inbound voice
e Clerx is looking to hire an experienced professional with 8-12 years of experience. As part of the Chat or Voice support 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 knowledge relevant to the functional area and act as a subject matter expert in providing advice in the area of expertise. It is vital to focus on high standards of delivery excellence, provide top-notch service quality and develop successful long-term business partnerships with internal/external customers by identifying and fulfilling customer needs. He/she should be able to break down complex problems into logical and manageable parts in a systematic way and generate and compare multiple options and set priorities to resolve problems. The ideal candidate must be proactive and go beyond expectations to achieve job results and create new opportunities. He/she must positively influence the team, motivate high performance, promote a friendly climate, give constructive feedback, provide opportunities for development, and manage career aspirations of direct reports. Communication skills are key here, to explain organizational objectives, assignments, and the big picture to the team, and to articulate team vision and clear objectives.
He/she must also possess an understanding of the repair process in the Telecom and Cable industry, with an ability to analyze information and evaluate results to choose the best solutions and solve problems.
Customer Operations Senior Process Manager Responsibilities
Prepares performance reports by collecting, analyzing, 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 are 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 9+ years and should be a graduate or post graduate in any specialization.
Preferred Qualifications
- Graduation in Computer Science, Computer Applications or related subjects.
e Clerx 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, e Clerx 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. e Clerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.
e Clerx 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.
e Clerx 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.#J-18808-Ljbffr
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