🚀 We’re Hiring | Experienced Voice/ CHAT Support Leaders 🚀
eClerx is looking for an experienced professional with 8–12 years of experience to join our Voice Support Process team in a leadership role.
🔧 Role Overview
The role focuses on process troubleshooting , team management , and operational excellence , serving customers by planning and implementing effective strategies, improving systems, and driving consistent performance.
📌 Key Responsibilities
- Lead and manage multiple teams within the Voice/ CHAT support process
- Troubleshoot and optimize processes, especially within Telecom & Cable repair operations
- Prepare and analyze performance reports; ensure critical KPIs are consistently met
- Lead client/vendor reviews, calibrations, MBRs & QBRs
- Handle routine client/vendor queries and manage escalations
- Drive productivity, quality enhancement, and process adherence
- Conduct audits, quality checks, and provide periodic feedback to Team Leads & Floor Supports
- Identify training needs, manage bottom quartile performance, and ensure cross-skilling
- Ensure directives from senior leadership are executed effectively
- Conduct team huddles, operational reviews, and engagement activities
- Focus on staff retention through career mapping and mentoring
- Ensure adherence to organizational policies and information security requirements
- Manage major incident remediation and ensure timely client deliverables
🎯 What We’re Looking For
- 8–12 years of experience in Voice/Operations leadership
- Strong understanding of Telecom & Cable repair processes (preferred)
- Proven ability to analyze data, evaluate outcomes, and solve complex problems
- Graduation in any specialization
- Flexibility to work night shifts and rotational week-offs
🌟 Why eClerx?
Be part of a dynamic environment where leadership, innovation, and continuous improvement are valued.
📍 Location: Pune
📩 Interested candidates can share their resumes at: 📧 Yogita.Mondhwani@eclerx.com
🔁 Feel free to tag or share with someone who might be a great fit!
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