PUNE · FULLTIME
Associate Process Manager
eClerx
Pune · onsite · Posted 47d ago
Sourced from
Undisclosed4–8 yrsfulltimePune
About a minute. You'll make an account on the way through.
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Section · 01
About this role
JOB DESCRIPTION
- Lead and manage a team of 15–20 customer support associates, driving performance, engagement, and retention.
- Monitor key operational KPIs including CSAT, SLA, Quality, Productivity, Attendance, and Adherence.
- Conduct regular coaching, performance reviews, and action planning to improve individual and team performance.
- Handle customer escalations, conflicts, and PIPs, ensuring timely resolution and service recovery.
- Analyze operational data, prepare performance reports, and conduct RCA and process improvement initiatives.
- Partner with Quality, Training, and WFM teams to improve customer experience, resolution rates, & overall business performance.
QUALIFICATION & EXPERIENCE
- Bachelor's degree in any discipline.
- Experience managing support operations for international markets
- Experience should include queue management, SLA management, escalation management
- Prior OTT/streaming platform support experience is an added advantage
- Chat, Email, and Social Media support operations expertise
- Quick to adapt to evolving business needs and effectively implement the frequent process changes
- Experience managing KPIs, SLAs, CSAT, and Quality metrics
Sourced from naukri
Section · 02
Skills
CSATCustomer ExperienceitsmIncident ManagementITILRecoveryProblem managementSLASottqueue managementimprovementChatemailPerformance ReviewSLASocial MediaoperationsSLA ManagementMediaRetentionCoachingEscalation ManagementProcess Management
Section · Company
About eClerx
eClerx
IT Services & Consulting
12.2k+
employees
2000
26 years old
Mumbai, Maharashtra
India
About
A Process Management Firm specializing in analytics, data-driven insights, and smart automation serving financial services, telco, retail, fashion, media & entertainment, manufacturing, and tech.
Industries
IT Services & Consulting
Employee ratings
6,313 reviews
3.1/ 5
Culture
2.9
Career growth
2.4
Work-life
3.0
Employees rate it well for
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