Associate Process Manager - Customer Operations

About eClerx

eClerx is a global business process management and analytics company serving many Fortune 2000 clients across industries such as financial services, telecom, retail, and technology. Established in 2000 and publicly traded on Indian stock exchanges, eClerx operates in multiple countries with a workforce exceeding 13,000 employees.

Role Overview

The Associate Process Manager role is part of the voice process team focusing on troubleshooting within international BPO operations. The position requires 4 to 9 years of experience and involves planning, implementing operational strategies, enhancing processes, and managing teams to deliver excellent customer service and satisfaction.

Key Responsibilities

• Compile and analyze operational data to produce performance reports highlighting trends
• Consistently meet critical performance metrics aligned with business goals
• Lead client and vendor review meetings and calibration sessions
• Address routine client and vendor queries effectively and promptly
• Suggest process optimizations and innovative ideas to improve internal metrics and timelines
• Supervise multiple teams ensuring quality and productivity standards
• Conduct audits and quality assessments of Team Leads and Floor Supports
• Provide regular constructive feedback to team leaders and support staff
• Enable cross-skilling initiatives and periodic process re-validation for workforce flexibility
• Identify training needs and oversee development programs for team members
• Manage low-performing segments through Bottom Quartile Management strategies
• Implement leadership directives and ensure communication flow within teams
• Facilitate team meetings, huddles, and engagement activities to maintain morale and alignment
• Focus on employee retention by supporting career progression and guidance
• Enforce compliance with organizational policies, quality standards, and information security protocols
• Ensure timely delivery on all client commitments and requirements
• Drive productivity and quality improvements to meet or exceed process metrics
• Handle remediation promptly in the event of major incidents
• Manage management business review (MBR) and quarterly business review (QBR) decks along with client communications

Candidate Requirements

• Minimum of 4 years professional work experience
• Graduate or postgraduate degree in any discipline; preference for Computer Science, Computer Applications or related fields
• Strong functional knowledge of telecom and cable industry repair process
• Analytical skills to evaluate information and determine optimal solutions
• Ability to lead, motivate, communicate clearly and work collaboratively
• Self-driven and proactive mindset focused on customer satisfaction and process improvement

Additional Information

eClerx Customer Operations delivers key business services that enhance multichannel customer experiences through technology and domain expertise. The company is an equal opportunity employer committed to diversity and compliance with applicable laws.