ROLE DETAILS
Functional Role
APM
Key Skills
, International BPO, Voice
Critical Competencies
Analytical Thinking, Communication, Customer Orientation, Initiative, People Management/Domain Expert, Quality Orientation, Teamwork.
Job Description
Voice Process Associate Process Manager
India | Full-time (FT) | Customer Operations
Shift Timings: Flexible (24*7) | Management Level Assistant Manager
Specialism International BPO, Voice Process
This role will be an essential part of the Voice Program in the Customer Operations Vertical.
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/behavior, appearance and communication. An understanding of web technology and cable setup is necessary. They must possess the ability to analyze 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 knowledge of excel, are experienced in troubleshooting related process, have experience in cable or telecom industry, can analyze information and evaluate results to choose the best solution and solve problems and can multi-task are preferred.
The candidate must have the ability to listen, comprehend information, and communicate effectively. Sharing work-related information with all the key stakeholders and highlighting opportunities for improvement/concerns, if any. They must be able to work collaboratively with a group of people to achieve team goals and be able to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. They must also have the ability to take proactive actions and willingness to take up responsibility beyond the assigned work area.
Voice Process: Customer Operations Associate Process Manager Responsibilities
Minimum Qualifications
Overall experience of 4+ years and should be a graduate or post graduate in any specialization
Preferred Qualifications
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 9,500-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.
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’ ...