Voice Associate Process Manager Job in Eclerx

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/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 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.

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: Responsibilities of Associate Process Manager

• 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.

• Audit and Identify performance related issues and develop an action plan for improvement by remedial training.

• 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.

Minimum Qualifications

Overall experience of 4+ years and should be a graduate or post graduate in any specialisation

Preferred Qualifications

• Graduation in Computer Science, Computer Applications or related subjects