Operations Manager

🚀 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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