eClerx is hiring for Customer Operations - International Voice Process

Designation: Senior Process Manager / Associate Program Manager

Location: Pune

Shift Timings - Night Shift

Specialisation International BPO, international Voice process , Telecom and Team Handling

We are looking for overall experience of 10+ years and should be a graduate or post graduate in any specialisation.

Roles and Responsibilities:

Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
Prepares performance reports by collecting, analysing, and summarizing data and trends
Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Ensure Critical Performance Metrics are met consistently
Lead client/vendor reviews/calibrations
Revert to client/vendor queries on routine issues
Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely
Manage multiple teams
Perform audits and quality checks on Team Leads & Floor Supports
Manage client MBR/QBR deck, client calls and reviews

**Interested ones can share their resume on Yogita.Mondhwani@eclerx.com**

Senior Process Manager