Senior Process Manager

Senior Process Manager

Posted by eClerx

Pune

Posted: imported by Jeevika

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Our inbound voice contact center is the heart of our customer interactions, and we are looking for a Senior Manager to lead our dedicated team. If you have a passion for customer satisfaction, team leadership, and operational excellence, we want you on our team.Position Summary: The Senior Manager, Inbound Voice Contact Center, will oversee the daily operations of our inbound contact center. This role requires a dynamic leader who can manage and motivate a team of supervisors and agents, ensure customer satisfaction, and drive continuous improvement in service delivery. The ideal candidate will have a strong background in contact center management, excellent communication skills, and a strategic mindset.Key Responsibilities: Leadership & Team Management: Lead, mentor, and develop a team of supervisors and contact center agents to ensure high performance. Foster a positive and inclusive work environment that encourages teamwork and continuous improvement. Operational Management: Oversee the daily operations of the inbound contact center to ensure efficient and effective service delivery. Monitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets. Develop and implement policies and procedures to improve operational efficiency and customer satisfaction. Customer Experience: Ensure that the highest level of customer service is provided in every interaction. Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution. Analyze customer feedback and trends to identify areas for improvement. Strategic Planning & Execution: Develop and execute strategic plans to enhance contact center operations and achieve business objectives. Collaborate with senior leadership to align contact center goals with overall company strategy. Stay updated on industry trends and best practices to drive innovation and improvements. Performance Management: Conduct regular performance reviews and provide feedback to supervisors and agents. Identify training needs and coordinate with the training department to ensure staff development. Implement and manage incentive programs to motivate and reward high performance. Reporting & Analysis: Prepare and present regular reports on contact center performance, including call volume, response times, and customer satisfaction. Use data and analytics to identify trends, make informed decisions, and drive continuous improvement. Qualifications: Bachelor's degree in any field. Minimum of 7 years of experience in contact center management Proven track record of leading and managing large teams in a high-volume contact center environment. Strong analytical and problem-solving skills, with the ability to make data-driven decisions. Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organization. Proficient in contact center software and technologies. Strong organizational skills and attention to detail. Role: Operations Manager,Industry Type: IT Services & Consulting,Department: Customer Success, Service & Operations,Employment Type: Full Time, PermanentRole Category: OperationsEducationUG: Any Graduateread moreKey SkillsTeam ManagementOperational ExcellenceCustomer ServiceProblem SolvingContact Center ManagementProcess ManagementCustomer SatisfactionCommunication SkillsCustomer ExperienceTechnologyAnalyticalOperationsOperations ManagementInterpersonal SkillsAbout the companyeClerx IT Services & ConsultingIndian MNCServiceB2BPublicFollow635.9k followers OvervieweClerx provides business process management, automation and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs 17,000+ people across Australia, Canada, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, UK, and the USA. read moreOur Mission & VisionAbout eClerxeClerx Employee Value PropositionOur 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.Company InfoLink:eClerx websiteBeware of imposters! Naukri.com does not promise a job or an interview in exchange of money. Fraudsters may ask you to pay in the pretext of registration fee, Refundable Fee…Read moreeClerx rolesyou might be interested inSenior Analyst2-4 YrsGurugramPosted 8 Days AgoSenior Process Manager10-12 YrsGurugramPosted 8 Days AgoSenior Analyst2-4 YrsGurugramPosted 8 Days AgoAwards & Recognitions2022Data Security Council of India (DSCI) Excellence Award2022Data Management Insight Awards USA 20222022Team Innovation Awards2022NASSCOM AI Game Changers Award2021RegTech Insight Award2021DataManagement Insight AwardReviewsView all6.9K employee reviews4.0rated by Senior Process Manager in MumbaiIf in operations, good for starting your career. Certain level of grooming happensRead full reviewPowered bySalary insightsSenior Process Manager in eClerx typically earns between₹19.6 - ₹21.7 L/yrSee detailed salary breakupPowered byBenefits & PerksView all596 employees reported these benefitsLearning & Development SupportHealth & Wellness SupportTransport / Travel SupportPerformance BonusFree MealRelocation AssistancePowered by

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