Senior Process Manager - Customer Operations (Chat and Voice)

About eClerx

eClerx is a global leader in business process management, automation, and analytics, serving Fortune 2000 companies across diverse sectors including financial services, communications, retail, fashion, media, entertainment, manufacturing, travel, and technology. Founded in 2000, the company is publicly traded in India and employs 13,000 professionals worldwide.

Position Summary

The Senior Process Manager will oversee the chat contact centre operations at eClerx’s Pune location, leading a team of supervisors and agents to ensure exceptional customer service delivery. The role demands a strategic and dynamic leader who can drive performance, foster a collaborative environment, and uphold operational excellence in a busy international BPO setting.

Key Responsibilities

• Lead and mentor a team of supervisors and agents to maintain high performance standards.
• Create a positive, inclusive workplace that encourages teamwork and continuous service improvement.
• Manage daily inbound contact centre operations to ensure efficiency and effectiveness.
• Monitor and act upon KPIs to meet or surpass targeted goals.
• Establish policies and procedures that enhance operational workflows and customer satisfaction.
• Handle escalated customer concerns promptly, ensuring satisfactory resolutions.
• Analyze customer feedback to pinpoint improvement opportunities.
• Formulate and execute strategic plans aligned with company objectives.
• Collaborate with senior leaders to integrate contact centre goals with the broader business strategy.
• Stay informed on industry trends to implement innovations and advancements.
• Conduct performance reviews, deliver constructive feedback, and identify training needs.
• Organize incentive programs that reward excellent team contributions.
• Generate and present comprehensive reports on overall contact centre performance metrics.
• Leverage data and analytics to make informed decisions fostering continuous operational enhancements.

Qualifications

• Bachelor's degree in any discipline.
• At least 4 years of experience managing contact centres.
• Demonstrated success in leading large teams within high-volume contact centre environments.
• Exceptional analytical and problem-solving skills with a data-driven approach.
• Excellent communication and interpersonal abilities across organizational levels.
• Proficiency in contact centre technologies and related software.
• Strong organizational aptitude and meticulous attention to detail.

Additional Information

• Location: Pune, India
• Employment Status: Full-time
• Shift: Flexible 24x7 shifts
• Specialization: International BPO, Chat and Voice Process
• Management Level: Senior Manager
• Eligibility: Open to any graduate