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Associate Process Manager

Associate Process Manager

Eclerx Services Limited, Mumbai, MaharashtraPune, Republic Of India, IN
10 days ago
Job description

Key Responsibilities :

  • Lead and manage a team of customer service representatives to ensure exceptional service delivery and achievement of performance targets.
  • Provide ongoing coaching, training, and feedback to team members to enhance their skills and performance.
  • Monitor team performance and productivity metrics, identifying areas for improvement and implementing strategies to address them.
  • Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction.
  • Foster a positive and collaborative team environment, promoting open communication and teamwork among team members.
  • Develop and implement procedures, policies, and guidelines to streamline operations and improve efficiency within the call centre.
  • Analyze call centre data and trends to identify opportunities for process improvements and optimization.
  • Conduct regular performance evaluations and provide constructive feedback to team members to support their professional development and growth.
  • Collaborate with other departments, including training, quality assurance, and IT, to ensure alignment and consistency in service delivery.
  • Stay up-to-date with industry trends and best practices in call centre management and customer service.

Qualifications :

  • Bachelor's degree in any field.
  • Proven experience in a call centre environment, with at least 2 years of experience in a leadership or supervisory role.
  • Strong leadership and interpersonal skills, with the ability to motivate and inspire team members.
  • Excellent communication skills, both written and verbal.
  • Demonstrated ability to effectively manage multiple priorities in a fast-paced environment.
  • Sound judgment and decision-making abilities, with a focus on delivering exceptional customer service.
  • Proficiency in call centre software and CRM systems.
  • Flexibility to work in shifts and adapt to changing business needs.

    • Note -This is a rotational shift & week offs

    Preferred international voice or chat experience

    Benefits :

  • Competitive salary and benefits package
  • Opportunities for professional development and career growth
  • A supportive and collaborative work environment
  • Health and wellness programs

    • Interested candidate can share their resume at rupali.devlekar.c@eclerx.com

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    Associate Manager • Pune, Republic Of India, IN