Associate Process Manager (Team Leader) - Pune
- eClerx
- 4 - 9 years
- Pune
- 3 years ago
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Job Description
Roles and Responsibilities
- Ensure Critical Performance Metrics are met consistently
- Prepare and circulate Client Decks
- Lead Client Calls / calibrations
- Revert to client queries on routine issues
- Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely
- Manage multiple teams and coordinate with other managers
- Ensure that team of associates has a clear understanding of performance expectations, are properly trained, have access to all the tools and resources they need to perform at high levels of productivity and efficiency.
- Communicate expectations to team member and provide timely business updates and changes. Conduct multiple call-coaching training sessions each week.
- Work as a subject matter expert for the team on client business rules, customer interaction policy and support tools
- Provide feedback to team members on their daily performance in an effective and timely manner and foster their professional development and growth via effective coaching
Manage team KPIs and retention initiatives
Desired Candidate Profile
- Excellent Communication Skills Verbal & Written (Comprehension)
- Needs to have ability to adapt to perpetual changes as per Business Requirement.
- Professional in conduct/behavior, appearance and communication
- Good at problem solving and root cause analysis
- Flexible for 24X7 Shifts
- Good Knowledge of excel
- Eye for detail
- Call Centre Experience in Inbound Process
Must Have :
- Team Handling Experience of minimum 4 years (Intentional Voice).
- Graduation ( Mandatory)
Interested candidate kindly reach out on the details mentioned below.
Thanks,
Hazim Shaikh
Email : Ha***********c@ec***x.com
Mob : 9579767***.
Job Classification
Industry: BPO / Call CentreFunctional Area: Customer Success, Service & Operations,
Role Category: Operations
Role: Operations
Employement Type: Full time
Education
Under Graduation: Any GraduateContact Details:
Company: eClerx Services Ltd.Address: Unit No.401,501 4th, 5TH FLOOR,, ECLERX SERVICES LIMITED, Building No.14,, Thane Belapur Road, airoli, Thane, Maharashtra, 400708, NAVI MUMBAI, Maharashtra, India
Location(s): Pune
Keyskills: Voice Process team leading Night Shift International Voice Process International BPO
eClerx
eClerx Services Ltd, one of the first Knowledge Process firms listed in India (Bombay Stock Exchange: ECLERX), provides diverse and complex data analytics and customized process solutions to global enterprise Clients from our multiple India-based delivery centers. eClerx drives our Clients’ ...
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