Associate Process Manager

About the Role

eClerx is seeking an Associate Process Manager to join their Customer Operations team based in Chandigarh, India. This full-time position specializes in the International BPO Voice Process and involves overseeing troubleshooting-centric procedures. The incumbent will leverage 4 to 9 years of professional experience to support strategic planning, operational management, and system enhancements within customer service functions.

Key Responsibilities

• Compile and analyze data to generate performance reports highlighting trends.
• Consistently meet critical performance indicators.
• Lead client and vendor review meetings and calibrations.
• Respond to client/vendor inquiries regarding routine issues.
• Propose innovative solutions to optimize internal metrics and ensure timely achievement of key targets.
• Supervise and manage multiple teams simultaneously.
• Conduct audits and quality assessments for Team Leads and Floor Support staff.
• Offer regular performance feedback to leadership and support personnel.
• Facilitate cross-skilling and periodic process re-verification to maintain resource competency.
• Identify training needs for teams and implement suitable programs.
• Manage performance of bottom quartile employees effectively.
• Communicate senior leadership directives and ensure adherence.
• Organize and lead meetings for task distribution and issue resolution.
• Conduct team huddles to share operational updates.
• Promote team cohesion through group activities and projects.
• Focus on staff retention by supporting career development and guidance.
• Adhere to organizational policies and security protocols.
• Guarantee all client deliverables are completed within agreed timelines.
• Drive productivity and quality improvements to meet or exceed process metrics.
• Handle remediation of significant operational incidents.
• Manage client Monthly Business Reviews (MBR), Quarterly Business Reviews (QBR), calls, and presentations.

Candidate Profile and Skills

The ideal candidate should possess a strong understanding of telecom and cable industry repair processes, applying logical, systematic approaches to problem-solving. They must be open to diverse viewpoints, capable of motivating teams, and communicate clearly both verbally and in writing. A graduate or postgraduate degree is required, preferably in Computer Science, Computer Applications, or related fields, with overall professional experience exceeding four years.

Additional Information

• Shift Timings: Flexible 24x7 work schedule.