Senior Process Manager
PuneFull-time4–7 yrsPosted open since jan 2025
Mid-level operations role at eClerx in Pune. Needs 4+ years and a degree.
About the role
The Senior Manager, Chat Contact Centre, will oversee the daily operations of our chat contact centre. 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 centre management, excellent communication skills, and a strategic mindset.
What you'll do
- Foster a positive and inclusive work environment that encourages teamwork and continuous improvement
- 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
- Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution
- Analyse customer feedback and trends to identify areas for improvement
What you need
- Telecom
- Reporting
- Process improvement
- Team management
- Customer service
- Performance management
Good to have
- Voice process