Senior Process Manager

eClerx is looking to hire an experienced professional with 8-12 years of experience. As part of the Voice support process team, your role will specifically focus on troubleshooting related processes. The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing the team.

He / she 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.

Prepares performance reports by collecting, analysing, and summarizing data and trends

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

Minimum Qualifications

Graduation in any specialization

• Telecom experience preferred
• Flexible to work in night shift and rotational week offs
• local candidates preferred

Contact -Interested candidate can share their resume at- rupali.devlekar.C@eclerx.com