Senior Process Manager – Customer Operations (Chat & Voice)

Looking to take the next big step in your leadership journey within the BPO/customer operations space? Join eClerx and lead high-impact teams delivering exceptional customer experiences. 📍 Location: Pune 🕒 Shift: Flexible 24x7 🎯 Experience: 8–12 years 💼 Role: Senior Manager – Customer Operations 🔍 What we’re looking for: We’re seeking a dynamic leader with expertise in International BPO operations (Chat/Voice), Telecom, and Retention Sales, who can: Lead and manage multiple teams in a high-performance environment Drive operational excellence and consistently meet critical KPIs Act as a Subject Matter Expert (SME) and problem-solver Build strong client and stakeholder relationships Champion continuous improvement and innovation 💡 Key responsibilities include: Monitoring performance metrics and driving improvements Leading client reviews, audits, and quality checks Coaching and mentoring Team Leads & frontline teams Driving training initiatives and bottom quartile management Ensuring delivery excellence, productivity, and quality benchmarks Managing client interactions (MBRs/QBRs) and escalations Building a high-engagement, growth-focused team culture ✅ What makes you a great fit: 9+ years of experience in BPO/customer operations Strong leadership and stakeholder management skills Expertise in telecom/cable processes and customer lifecycle Analytical mindset with a passion for solving complex problems Excellent communication and team development abilities 🌟 At eClerx, you’ll work with global Fortune 500 clients and be part of a fast-growing organization that values innovation, collaboration, and career growth.