Associate Process Manager

Role Overview

We are seeking an experienced Associate Process Manager specializing in voice processes within an international BPO environment. This full-time position is based in Chandigarh and involves managing operations related to customer interactions, with a focus on troubleshooting. The successful candidate will have between 4 to 9 years of relevant experience and a solid understanding of telecom and cable repair processes, enabling effective problem-solving and process improvement.

Key Responsibilities

• Compile, analyze, and summarize performance data to produce detailed reports.
• Ensure consistent achievement of critical performance metrics.
• Lead client and vendor review meetings and calibrations.
• Address routine client and vendor queries efficiently.
• Introduce innovative strategies to optimize internal metrics and meet targets promptly.
• Oversee multiple teams, performing audits and quality assessments on team leaders and support staff.
• Provide constructive feedback and conduct periodic performance reviews.
• Facilitate cross-skilling and process re-verification to maintain a capable resource pool.
• Identify training needs and implement necessary programs.
• Manage underperforming segments through bottom quartile management.
• Communicate directives from senior leadership effectively and ensure their implementation.
• Organize and conduct meetings to delegate tasks and resolve operational issues.
• Promote team cohesion via group sessions, activities, and projects.
• Enhance staff retention with career guidance and mapping.
• Ensure adherence to organizational policies, procedures, and information security standards.
• Guarantee that client deliverables are met within deadlines and maintain productivity and quality standards.
• Lead remediation efforts for major incidents.
• Prepare monthly and quarterly business review decks, and participate in client calls and meetings.

Candidate Profile

• Minimum 4 years of relevant experience in process management within a voice BPO setup.
• Graduate or postgraduate degree in any discipline; preference for candidates with Computer Science, Computer Applications, or related academic backgrounds.
• Strong functional knowledge with capability to apply logical, systematic approaches to operational challenges.
• Excellent communication skills to clearly articulate goals and ideas to clients, peers, and leadership.
• Self-motivated, proactive in identifying opportunities to enhance customer satisfaction.
• Ability to lead, inspire, and motivate teams towards achieving organizational objectives.

About eClerx

eClerx provides business process management, automation, and analytics services to numerous Fortune 2000 clients across diverse sectors including financial services, retail, media, manufacturing, and technology. Established in 2000, the company operates across multiple countries and employs over 13,000 staff worldwide. eClerx is publicly traded on both the Bombay and National Stock Exchanges of India.

Diversity and Inclusion

eClerx is committed to equal opportunity employment, ensuring all candidates receive fair consideration regardless of race, gender, religion, veteran status, disability, or any other protected category.