Associate Process Manager Associate Process Manager with verification
Job Description
India | Full-time (FT) | Customer Operations
Shift Timings: Flexible (24*7)
Specialism – International BPO, Voice Process
This role will be an essential part of the Voice Program in the Customer Operations Vertical.
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/behavior, appearance and communication. An understanding of web technology and cable setup is necessary. They must possess the ability to analyze 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 knowledge of excel, are experienced in troubleshooting related process, have experience in cable or telecom industry, can analyze information and evaluate results to choose the best solution and solve problems and can multi-task are preferred.
The candidate must have the ability to listen, comprehend information, and communicate effectively. Sharing work-related information with all the key stakeholders and highlighting opportunities for improvement/concerns, if any. They must be able to work collaboratively with a group of people to achieve team goals and be able to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. They must also have the ability to take proactive actions and willingness to take up responsibility beyond the assigned work area.
Voice Process: Customer Operations Associate 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 & Floor Supports
Provide feedback to the Team & 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 met within timelines
Ensure productivity/quality enhancement and process meet all metrics
Remediation of any major incident
Minimum Qualifications
Overall experience of 4+ years and should be a graduate or post graduate in any specialization
Preferred Qualifications
ABOUT US
At eClerx, we serve some of the largest global companies – 50 of the Fortune 500 clients. Our clients call upon us to solve their most complex problems, and deliver transformative insights. Across roles and levels, you get the opportunity to build expertise, challenge the status quo, think bolder, and help our clients seize value
About The Team
eClerx 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, eClerx 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. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.
eClerx Digital is the trusted partner of choice to the world’s largest global brands for creative production, eCommerce/web operations, and analytics & insight services. We improve profitability for their digital businesses. Using the Follow the Sun delivery model, our team of 3,000+ full-time digital delivery employees – at our five productions hubs in Mumbai, Pune, Chandigarh, Verona, and Phuket – applies deep digital expertise to support the most demanding global clients effectively. eClerx Digital’s innovative delivery model drives the ‘metrics that matter’ for our clients: improved acquisition, conversion and retention, and overall lifetime value of your customer 24/7/365.
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