Apm/ Team Leader Chat Process (bpo Telecom)
- eClerx
- 3 - 6 years
- Pune
- 2 months ago
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Job Description
Hello Candidate,
eClerx is Hiring for Associate Process Manager - Operation Sales Telecom CHAT Process.
Designation Associate Process Manager
Working Days 5 Days Working
Location - Pune
The ideal candidate should meet the following requirements:
- Telecom Sales (chat) experience is Mandate.
- 4+ years of experience in International BPO - Customer Service
- At least 2+ years of experience in team management
- Telecom exp is required
- CHAT experience is preferred
- Excellent Communication Skill
- Flexible with 24*7 (US Shift)
- Candidate must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems.
- A bachelor's degree is Mandatory
Job 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.
- Perform root cause analysis regarding attendance and attrition.
- Schedule and coordinate team activities.
- Identify and share operational best practices.
- Identify process and business opportunities that can be flagged to the client as value ads.
- Candidate shall adhere to the information security requirements.
If you are interested in this opportunity, please share your resume with us at Sh*******1@ec***x.com.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & Operations,
Role Category: Voice / Blended
Role: Customer Retention - Voice / Blended
Employement Type: Full time
Contact Details:
Company: eClerxLocation(s): Pune
Keyskills: Sales Process BPO Chat International Process Team Leader Chat Process TL
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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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