Job Description

Customer Operations - VOICE- Associate Program Manager


India- Pune | Full-time (FT) | Customer Operations |




Shift Timings - NIGHT SHIFT |Management Level - Leadership


Specialisation - International BPO, Voice


eClerx is looking to hire an experienced professional with over 13+ years of experience. As part of the Voice 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 staff. Candidate will determine call centre 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 organisational strategic plans and reviews.


The leader must demonstrate an ability to anticipate, understand, and act on evolving customer needs, both stated and unstated. Through this, candidate must create a customer-centric organisation and use innovative thinking frameworks to foster value-added relations. With the right balance of bold initiatives, continuous improvement and governance, the leader must adhere to the delivery standards set by the client and eClerx by leveraging the knowledge of market drivers and competition to effectively anticipate trends and opportunities. In addition, the leader must demonstrate a capacity to transform, align, and energise organisation resources, and take appropriate risks to lead the organisation in a new direction. As a leader, the candidate must build engaged and high-impact direct, virtual and cross-functional teams, and take the lead towards raising the performance bar, build capability and bring out the best in their teams. By collaborating and forging partnerships both within and outside the functional area, the leader must work towards a shared vision and achieve positive business outcomes.


Candidate 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.

Customer Operations Associate Program Manager

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, analysing, and summarising data and trends Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing 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; bench-marking state-of-the-art practices; participating in professional societies. Accomplishes organisation 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 optimise 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 organisational 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

Overall, experience of 13+ years and should be a graduate or post graduate in any specialisation

Preferred Qualifications

- Graduation in Computer Science, Computer Applications or related subjects

About Us

eClerx is a global leader in productive services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we have collaborated with top companies across various industries, including financial services, telecommunications, retail, and high-tech.


Our innovative solutions and domain expertise help businesses optimise operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

About Customer Operations

eClerx Customer Operations specialises in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilising a blend of technology and domain knowledge that support our clients' evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities - transforming everyday touch points into a superior customer experience.


eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.