Job Responsibilities :  - Ensure that team of associates has a clear understanding of performance expectations, are properly trained, have access to all the tools and resources they need to perform at high levels of productivity and efficiency.   - Communicate expectations to team member and provide timely business updates and changes. Conduct multiple call-coaching training sessions each week.  - Work as a subject matter expert for the team on client business rules, customer interaction policy and support tools   - Provide feedback to team members on their daily performance in an effective and timely manner and foster their professional development and growth via effective coaching.  - Manage team KPIs and retention initiatives.  - Audit and Identify performance related issues and develop an action plan for improvement by remedial training.  - Perform root cause analysis regarding attendance and attrition.   - Schedule and coordinate team activities.   - Identify and share operational best practices.  - Identify process and business opportunities that can be flagged to the client as - value adds- .  - Candidate shall adhere to the information security requirements  - Undertake Business Process Improvement projects  - Ensure control on KPIs and compliance at all times for teams managed  - Ensure all client deliverables met with in timelines  - Ensure productivity/Quality enhancement and process met all metrics  - Track and manage SLAs for all projects  - Report progress to client and internal stakeholders  - Handle critical situations and prevent escalations  - Communicate effectively with the team and internal stakeholders  - Facilitate and coordinate calibration calls with the client  - Undertake Business Process Improvement projects  - Ensure control on KPIs and compliance at all times for teams managed  Key Competencies :   - Experience in telecom industry   - Ability of analyzing information and evaluating results to choose the best solution and solve problems  - Good Customer Handling Skills  - Ability to quickly and efficiently assimilate process knowledge  - Strong process orientation, good people management and leadership skills  - Detail & result oriented  - Excellent communication and interpersonal skills including English language skills  - Professional in conduct/behavior, appearance, and communication

Chandigarh

eClerx - Senior Process Manager 

eClerx - Senior Process Manager  ,Job Description for eClerx - Senior Process Manager  in eClerx in  Chandigarh for (7-12) years of experience. Apply Now!

Job Description for eClerx - Senior Process Manager  in eClerx in  Chandigarh for (7-12) years of experience. Apply Now!