Senior Process Manager

Customer Operations – Chat and Voice Process – Senior Process ManagerShift Timings: Flexible 24x7 | Management Level: Senior Manager Specialisation: International BPO, Chat/Inbound Voice, Outbound Voice, Telecom, Retention Sales eClerx is looking to hire an experienced professional with 8–12 years of experience. As part of the Chat or Voice support process team, the role focuses on troubleshooting processes, improving systems, and managing teams while delivering high service quality. The candidate must possess strong functional knowledge and act as a subject matter expert, driving continuous improvement and operational efficiency. The role requires delivering high standards of service, building long-term client relationships, and identifying customer needs. The candidate should be able to break down complex problems, evaluate multiple solutions, and set priorities effectively. The ideal candidate must be proactive, exceed expectations, and create new opportunities. They should influence and motivate teams, promote a positive work environment, provide constructive feedback, and manage career aspirations of team members. Strong communication skills are essential to explain organizational objectives, align teams, and drive clarity in execution. Understanding of the Telecom and Cable repair process is important, along with strong analytical and problem-solving skills. Key Responsibilities Prepare performance reports by analysing data and trends Ensure critical performance metrics are consistently met Lead client/vendor reviews and calibrations Handle client/vendor queries on routine issues Drive process improvements and optimize internal metrics Manage multiple teams and oversee operations Conduct audits and quality checks on Team Leads and Floor Supports Provide periodic feedback and performance reviews Enable cross-skilling and process re-verification Identify training needs and support team development Manage bottom quartile performance Ensure alignment with senior leadership directives Conduct team meetings, huddles, and operational reviews Build team engagement and retention through career mapping Ensure adherence to organizational policies and information security Ensure timely delivery of all client requirements Drive productivity, quality, and process excellence Manage client MBR/QBR decks, calls, and reviews Minimum Qualifications 9+ years of overall experience Graduate/Postgraduate in any specialization Preferred Qualifications Graduation in Computer Science, Computer Applications, or related fields About eClerx: eClerx provides critical business operations services to global Fortune 500 clients across industries including financial services, telecom, retail, media, manufacturing, travel, and technology. Established in 2000, eClerx is a leading process management and data analytics company listed on the Bombay and National Stock Exchanges, employing 9,500+ professionals globally. eClerx Customer Operations focuses on delivering process excellence across the customer journey through digital support, analytics, automation, and consulting services. eClerx is an Equal Opportunity Employer.