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CHAT Process - Pune - eClerx Services Ltd. - 4

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Job Description

Chat Assistant Process Manager
India- Pune | Full-time (FT) | Customer Operations | Job ID _
Shift Timings - Night Shifts | Management Level Assistant Manager | Travel Requirements - NA
Specialism Experience in International Call Center is must with exposure in Telecom/ Broadband/ DTH/ E-Commerce
This role will be an essential part of the Chat Process in the Customer Operations Vertical.
The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. He/she must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objects. Additionally, he/she must be self-directed, proactive and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors.
Candidate must have good communication and interpersonal skills. He/she should have the ability to quickly and efficiently assimilate process knowledge and be good at problem-solving and root cause analysis. They must be professional in conduct/behaviour, appearance and communication. An understanding of web technology and cable setup is necessary. They must possess the ability to analyse information and evaluate results to choose the best solution and solve problems. He/she needs to have the ability to adapt to perpetual changes as per business needs and reliability in terms of attendance and timing is necessary.
Those who have a basic knowledge of excel, are experienced in troubleshooting related process, have experience in cable or telecom industry, can analyse information and evaluate results to choose the best solution and solve problems and can multi-task are preferred.
Chat Assistant Process Manager Responsibilities

  • Ensure Critical Performance Metrics are met consistently
  • Prepare and circulate Client / Vendor Decks
  • 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 the Team Leads & Floor Supports
  • Provide feedback to the Team Leads & Floor Supports periodically on their performance
  • Ensure cross-skilling and periodic process re-verification to ensure resource pool
  • Perform Training Need Identification for teams
  • Perform Bottom Quartile Management
  • Ensure directives from Senior Leadership are percolated and acted upon
  • Hold periodic meetings, discuss task delegation and review issues
  • Conduct team huddles and meetings to discuss Operational updates
  • Build team spirit through group sessions, activities, projects
  • Focus on Retention of staff through Career mapping & guiding the team members
  • Advocate and follow the organizational policies and procedures
  • The candidate shall adhere to the information security requirements.
  • Ensure all client deliverables met within timelines
  • Ensure productivity/Quality enhancement and process met all metrics
  • Remediation of any major incident
  • Client MBR/QBR deck, Client Calls, reviews

To apply for the role, drop in your CVs to me***************s@ec***
eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the worlds leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of Indias leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 11,000-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.
eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing a blend of technology and domain knowledge that support our clients evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities transforming everyday touchpoints into a superior customer experience.
eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

Job Classification

Industry: BPO, Call Centre, ITeS
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Full time


Under Graduation: Any Graduate in Any Specialization
Post Graduation: M.Com in Any Specialization, ICWA (CMA) in Any Specialization, CA in Any Specialization, MBA/PGDM in Finance

Contact 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

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Keyskills:   BPO Team Leading Chat Process

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₹ 4,00,000 - 5,00,000 P.A

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eClerx Services

eClerx provides critical business operations services to more than 30+ global Fortune 500 clients, including many of the world’s leading financial services firms, online retail and distributors, interactive media and entertainment, high tech and industrial manufactur...