Operations Manager

Were Hiring | Experienced Voice/ CHAT Support Leaders

eClerx is looking for an experienced professional with 812 years of experience to join our Voice Support Process team in a leadership role.

Role Overview

The role focuses on process troubleshooting, team management, and operational excellence, serving customers by planning and implementing effective strategies, improving systems, and driving consistent performance.

Key Responsibilities

• Lead and manage multiple teams within the Voice/ CHAT support process
• Troubleshoot and optimize processes, especially within Telecom & Cable repair operations
• Prepare and analyze performance reports; ensure critical KPIs are consistently met
• Lead client/vendor reviews, calibrations, MBRs & QBRs
• Handle routine client/vendor queries and manage escalations
• Drive productivity, quality enhancement, and process adherence
• Conduct audits, quality checks, and provide periodic feedback to Team Leads & Floor Supports
• Identify training needs, manage bottom quartile performance, and ensure cross-skilling
• Ensure directives from senior leadership are executed effectively
• Conduct team huddles, operational reviews, and engagement activities
• Focus on staff retention through career mapping and mentoring
• Ensure adherence to organizational policies and information security requirements
• Manage major incident remediation and ensure timely client deliverables

What Were Looking For

• 812 years of experience in Voice/Operations leadership
• Strong understanding of Telecom & Cable repair processes (preferred)
• Proven ability to analyze data, evaluate outcomes, and solve complex problems
• Graduation in any specialization
• Flexibility to work night shifts and rotational week-offs

Why eClerx?

Be part of a dynamic environment where leadership, innovation, and continuous improvement are valued.

Location: Pune

Interested candidates can share their resumes at: Yogita.Mondhwani@eclerx.com

Feel free to tag or share with someone who might be a great fit!

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