Job Description

Workforce Management (Process Manager)


India- Chandigarh | Full-time (FT) | Customer Operations | Job ID _


Shift Timings - Flexible (24*7) || Travel Requirements - NA


Specialism - Customer Operations


This role will be an essential part of the WFM Program in the Customer Operations Vertical.


Candidate should have the ability to quickly and efficiently assimilate process knowledge and be good at problem-solving and root cause analysis. They must be professional in conduct/behaviour, appearance and communication. An understanding of web technology and cable setup is necessary. They must possess the ability to analyse information and evaluate results to choose the best solution and solve problems. Candidate needs to have the ability to adapt to perpetual changes as per business needs and reliability in terms of attendance and timing is necessary.


The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. Candidate must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus.


Those who have a basic knowledge of excel, are experienced in troubleshooting related process, have experience in cable or telecom industry, can analyse information and evaluate results to choose the best solution and solve problems and can multi-task are preferred.

WFM Role:

- Interaction with Techs in the field to provide them with real-time support


- Checking status of services on account in diagnostic tools


- Good Knowledge of agent scheduling and on floor staffing activity planning


- Should be able to coordinate with operations Managers and Leads


- Communicate effectively and close looping with the client in case of observations


- Updating status in internal as well as client tools


- Meet process expectations with high-quality standards and adherence to SLAs


- Candidate shall adhere to the information security requirements

WFM Process:

- Should have min. 4/8/10 (APM/ PM/ SPM) years of experience in Work Force Management and MIS.


- Sound understanding of Call centre WFM metrics and work experience in Chat processes in an added advantage


- Sense of ownership to complete the task satisfactorily


- Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc.


- Keep a track of all technicians with regards to the jobs assigned to them


- Prepare Agent schedules and Daily adherence plans


- Prepare various Ops production reports


- Perform RTM role independently


- Manage Breaks and Resource availability on floor


- Audit work orders for accuracy and make corrections if required


- Check for signal levels on all equipment and certify jobs as completed


- Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment


- Fill up the complete report and share with the APM/PM daily


- Collate and share information for all appointments that are cancelled

Minimum Qualifications

- Any Graduate with the minimum of 6 months of experience can apply for this post except for B.E, B.Tech, M.E, M.tech, MSc. B.Pharm and MBBS candidates who are not eligible for this post

Preferred Qualifications

- Basic knowledge of computer and/or telecom technology


eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.


eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing 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 touchpoints into a superior customer experience.


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