Associate Program Manager

eClerx is looking to hire an experienced professional with over 15+ years of experience. As part of the Chat / Voice process team, your role will specifically focus on troubleshooting related processes.

About the Role

The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing staff. Candidate will determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost / benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

Responsibilities

• Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Prepares performance reports by collecting, analyzing, and summarizing data and trends.
• Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Ensure Critical Performance Metrics are met consistently.
• 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 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, and projects.
• Focus on retention of staff through career mapping & guiding team members.
• Advocate and follow organizational policies and procedures.
• Adhere to the information security requirements.
• Ensure all client deliverables met within timelines.
• Ensure productivity / quality enhancement and process meet all metrics.
• Remediation of any major incident.
• Manage client MBR / QBR deck, client calls and reviews.

Qualifications

Required Skills