437 Aht Jobs - Page 6

Role & responsibilities Position Title: Team Leader Non Voice Process (Operations CHAT-EMAIL) Location : Bangalore Experience Required: 1 to 3 years Fluent in English (verbal and written) Role Summary: We are looking for a dynamic and result-oriented Team Leader to manage a team of customer service executives handling international Non voice process. The ideal candidate will be responsible for achieving performance targets, managing team productivity, and maintaining high-quality standards in line with client and organizational expectations. Key Responsibilities: • Lead, mentor, and manage a team of Non voice agents handling customer queries for international clients. • Monitor and drive daily team performance to meet SLA/KPI metrics such as AHT, CSAT, FCR, and Quality. • Handle escalations effectively and ensure timely resolution to enhance customer experience. • Conduct daily team huddles, refreshers, and floor support to improve team performance and morale. • Generate and analyze performance reports (daily/weekly/monthly) and share insights with stakeholders. • Drive team engagement and motivation through recognition, feedback, and developmental coaching. • Coordinate with Quality and Training teams for process updates and skill enhancement. • Identify process gaps and suggest improvements to enhance efficiency and customer satisfaction. • Ensure adherence to compliance, data privacy, and information security standards. Key Skills & Competencies: • Strong communication and interpersonal skills • Experience in handling international customer service or tech support • Good knowledge of performance management tools and coaching techniques • Hands-on experience with CRM tools, call center dialers, and reporting dashboards • Analytical thinking and problem-solving ability • Team motivation and people management • Ability to work under pressure and in a target-driven environment Preferred Qualifications: • Graduate in any stream • Minimum 1 to 3 year experience as Team Leader in Chat & Email • BPO/KPO background preferred • Knowledge of basic Excel and reporting tool Please send your resume with below required details: 7330616341 [ Please do not call] Name: Number: Location: Current Designation: Overall working experience in Chat or Email: Notice period:

Roles and responsibilities: Manage Day-To-Day Activities Of The Team And Ensure Compliance To Procedures And Policy Guidelines Encourage And Motivate Team To Meet Organizational Goals Develop Team Skill Sets And Manage Personal Development Goals For The Team Proactively Updates On New Procedure Responsible For Staff Retention Within The Team Presents Detailed Information And Responds To Questions From Managers, Clients And Customers Responsible For Maintaining Discipline / Absenteeism Of Team On The Floor Responsible For Feedback And Coaching Good MS Office Knowledge Work Closely With The Teams To Achieve Qualitative Targets Specified By The Client Will Be Responsible For Hourly & Daily Performance Will Be Responsible For Client Communication For His Process Need To Ensure Low Performers Are Motivated, To Get The Required Revenue From Them Ensure Prompt & Accurate Service & Achievement Of Target To Identify Training/Coaching Needs Of Team Members And Provide The Same To The Manager Should Have Good Knowledge Of MS Excel Good Communication Skills Team Handling Skills Key Skills : Email queue Knowledge Good analytical skills Time Management Ability to multitask Ability to work well in and promote a team environment Knowledge of NPS People management skills Flexible to adapt new workflows Excellent communication and comprehension skills are required Preferred Skills: Strong communication skills in English Critical Competencies: Customer Service Good analytical skills Must be very good with data representation Must be very good with MS Excel Time Management Ability to multi-task

IGT Solutions Pvt Ltd is a leading IT & BPM services provider committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. The company offers integrated IT-BPM services comprising of Application Development and Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Services and Consulting Services to the Travel industry worldwide. IGT boasts of a talent pool of over 10,000+ travel industry experts with its 15 state-of-the-art delivery centres and worldwide operational presence. IGT, through its innovative solutions and services, offers a unique value proposition in terms of quality, flexibility and cost savings to a large number of airlines, travel management companies, OTAs, travel technology companies, airports, railways, cruise liners and hotels. IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups. Job Summary: We are seeking an experienced and dynamic Team Leader with a background in managing customer service operations for international airline processes. The ideal candidate will be responsible for driving team performance, managing escalations, and ensuring an exceptional customer experience while meeting key operational metrics. Key Responsibilities: Manage and lead a team of 1520 team members handling customer interactions in an international airline process. Monitor and manage team performance across key metrics: Productivity, Quality, Shrinkage, and Attrition . Provide floor support , resolve complex queries, and handle customer escalations effectively and efficiently. Conduct weekly performance reviews , one-on-one coaching, and mentoring for continuous improvement. Coach and onboard new team members, ensuring smooth transition and process understanding. Analyze existing workflows and recommend process improvements to enhance overall performance and CSAT (Customer Satisfaction Score) . Identify Training Needs (TNI) and bridge knowledge or skill gaps to elevate team capabilities. Track and ensure achievement of individual contributor (IC) targets across the team. Maintain AHT (Average Handling Time) within the defined limits across tenure brackets. Collaborate with support functions to ensure the smooth running of day-to-day operations. Skills & Qualifications: Experience in handling international airline processes Mandatory. Proven experience in team management with strong supervisory skills . Excellent verbal and written communication skills in English. Proficient in MS Excel and basic computer applications. Strong organizational and analytical skills with attention to detail. Ability to work in a fast-paced, high-pressure environment . Open to working in a 24x7 rotational shift setup . Preferred Experience: Minimum 13 years of experience in a Team Leader / Supervisor role within an international BPO or airline customer support process. Experience in leading customer service teams in domains like flight bookings, changes, cancellations, and frequent flyer programs. If you're passionate about delivering top-tier customer service and leading high-performing teams in the dynamic airline industry, we invite you to apply.

Hi Job Seekers, We are excited to announce new opportunities at Noida Location! If you're passionate, driven, and looking to grow your career in a dynamic environment, this is your chance. Explore the details below and apply today / Call @ 9569902470 CTC Up to 6.75 - 7 LPA 5 Days working Shuttle facilities are available Travel Reimbursement will also be provided Role & Responsibilities: Manage and lead a team of customer service representatives Drive performance metrics such as CSAT, SLA adherence, AHT, FCR, and Quality scores Monitor and control shrinkage and attrition Conduct regular team meetings, coaching sessions, and performance reviews Ensure smooth floor operations and timely issue resolution Collaborate with quality, training, and workforce team. Eligibility Criteria: Graduation is mandatory Minimum 1-3 years of experience as a Team Lead in an international BPO process Strong communication, leadership, and analytical skills Willingness to work in rotational shift Immediate joiners preferred! If you meet the above criteria and are looking for your next career move, apply now and be part of a growing team! For more details, connect with- Fauzia - 9569902470 Pooja - 9580746603 #teamlead #ops #bpolead #csa #voice #customerservice #noidajobs #csat #aht #shrinkage #inbound #TLJOBS

SUMMARY Job Description We are currently looking for skilled Real Time Analysts (RTA) to be part of our dynamic Workforce Management team. The successful candidate will be tasked with real-time monitoring, reporting, and performance analysis across operations, demonstrating a solid understanding of workforce metrics and operational KPIs. Key Responsibilities Monitoring and ensuring daily attendance; calculating and reporting attendance percentages. Analyzing and reporting on SLA adherence, occupancy, productivity, shrinkage, and attrition. Compiling headcount data across various processes and creating attrition reports. Tracking daily associate-wise AHT (Average Handle Time) and escalating any discrepancies. Generating daily reports such as calls offered, calls answered, and calls abandoned. Assisting in workforce planning and intraday management by monitoring real-time data. Collaborating with operations to guarantee service levels and staffing efficiency are maintained. Required Skills & Qualifications 1 3 years of experience in Real Time Analysis or Workforce Management. Profound understanding of WFM KPIs and formulas (SLA, AHT, Occupancy, Shrinkage, Attrition). Proficiency in MS Excel and reporting tools. Exceptional analytical and communication skills. Capability to thrive in a fast-paced environment and manage multiple tasks concurrently. Requirements Requirements: Bachelor’s degree in Business Administration, Management, or relevant field (preferred). Certification in Workforce Management or related field (a plus).

Hiring: Customer Support Voice Process (Work from Home) Job Type: Contractual Role (3 Months) Work Mode: Work from Home Base Location: Bangalore Shifts: Rotational Day Shifts Working Days: 6 Days a Week | 1 Rotational Off Joiners: Immediate Joiners Only Eligibility Criteria: Minimum 1 year of experience in Customer Support Voice Process Must be fluent in Hindi and English (both mandatory) Should be a graduate Mandatory Requirements: Personal laptop/desktop Stable Wi-Fi connection Proper power backup at home for uninterrupted work Compensation: CTC: 18,000 per month Take Home: Approx. 14,000 Contact to Apply: Archana : 9332827358

Hiring: Customer Support Voice Process (Work from Home) Job Type: Contractual Role (3 Months) Work Mode: Work from Home Base Location: Bangalore Shifts: Rotational Day Shifts Working Days: 6 Days a Week | 1 Rotational Off Joiners: Immediate Joiners Only Eligibility Criteria: Minimum 1 year of experience in Customer Support Voice Process Must be fluent in Hindi and English (both mandatory) Should be a graduate Mandatory Requirements: Personal laptop/desktop Stable Wi-Fi connection Proper power backup at home for uninterrupted work Compensation: CTC: 18,000 per month Take Home: Approx. 14,000 Contact to Apply: Sadiya 8319936254

Job description Should have minimum 4+ years of experience in BPO. Should have been designated as a Team Lead for at least 2 years on papers. Should be able to calculate Attrition, Shrinkage, AHT. Should be aware of NPS, Repeat & Churn. Should be aware of Occupancy and Utilization formulas. Candidate should be good in communication. For Team Lead- Inbound experience is mandatory Interested candidates can reach out to Pavithras19@hexaware.com / 9626261016

Job description Roles and responsibilities- Resolve International customer queries Over Chat. Identify and assess customers needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication. Provide accurate, valid and complete information by using the right methods/tools. Meet personal/customer service team sales targets and Chat handling quotas. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Follow communication procedures, guidelines and policies. Requirements and skills Proven customer support experience or experience as a Client Service Representative. 35+ WPM Typing speed with 90+ Accuracy. Familiarity with CRM systems and practices. Customer orientation and ability to adapt/respond to different types of characters. Excellent communication and presentation skills. Ability to multi-task, prioritize, and manage time effectively. Perks and benefitsSalary Up to 4.33 LPA ( Salary is totally depend over Experience ) Both side cab Loyalty Bonus Incentives For Any Further Query & for Active Response call me or share me your updated CV over WhatsApp :- Aditya Choudhary- 8920936468 aditya.choudhary1@techmahindra.com Divyansh- 9032269270 dj00865836@techmahindra.com

Hi Job-Seekers!!! Greeting from ShiningstarsITPL!!! Location- Lucknow Position - Assistant Manager Requirement - Graduate with minimum 6 years Experience in BPO & 2 years as Assistant Manager Operation can Apply. ROLE & RESPONSIBILITIES Managing and overseeing the work of employees Monitoring employee performance and providing feedback Assisting in administrative tasks like scheduling meetings Assisting the manager in organising, planning and implementing strategy Handling inventory management and ordering supplies Training and coaching new employees Maintaining records and files Assist in budgeting and resource allocation Salary- Upto 5.5LPA (Depending upon last drawn) Apply Now! Don't miss this opportunity to kick-start your career with a professional and growth-oriented company. Contact Person: Kaynat Khan (Team Leader) Mobile: +91-8957778258 Drop a text or WhatsApp your resume for quick response and interview scheduling. Thanks & Regards Kaynat Khan Team Leader ShiningstarsITPL

Hiring Operations Manager- Customer Support Location: Bengaluru/ Pune Looking for maximum 30 days NP Package up to 17 LPA Voice Process Work from office Requirements: Education: Graduate or above Experience: 10+ years of experience in international customer support operations 2+ years of experience working as a Manager handling a team size of 100+ associates Must have experience in International Voice Process Excellent verbal and written communication skills For details email resume to muskan.verma@manningconsulting.in or call at 8595717834

Tech Mahindra is Hiring for UK RETENTION VOICE Process. Eligibility : HSC/Graduate with minimum 6 months of INTERNATIONAL BPO experience (Voice). SSC with minimum 1 year of INTERNATIONAL BPO experience. Freshers also Welcome Ex- Employees are welcomed, subject to eligibility. Candidates should be comfortable in working from Office. Location: MUMBAI (MALAD WEST) Designation: Customer Relations Advisor. CANDIDATES WITH GOOD COMMUNICATION SKILLS, DO NOT MISS OUT THE OPPORTUNITY TO EARN GOOD INCENTIVES. CANDIDATES WITH INTERNATIONAL PROCESS EXPERIENCE WILL BE PREFERRED. INTERESTED CANDIDATES CAN CALL/ WHATSAPP CV TO HR on - Yash 7620636678 OR Diya 7738138011 Regards, HR Team

About the role The Operations Team Leader - Bilingual is responsible for directing, monitoring, and developing the team of Operations CSRs under his/her charge, providing the necessary tools for your team to perform its tasks in order to ensure ongoing compliance metrics assigned to the account. Required Profile: Must be on Team Leader role for more than 2 years with International BPO Open to work in rotational shifts and week offs Customer Support experience preferable Knowledge of NPS desired English Proficiency - B2 or above Responsibilities: Monitoring a Real time queues KPI management Coaching, mentoring and upskilling the team members Ensure healthy Service Levels; Continuous monitoring and evaluation of the performance of the assigned team; Constantly monitoring the metrics/deliverables assigned to the team; Monitoring the quality standards required by the account using motivational techniques to stimulate the team; Implementation of governance mechanisms via quartile management and performance management. Taking Supervisory calls if needed The scope of support is voice and non voice both. Skills: Strong leadership skills Develop team's talent Teamwork oriented High sense of urgency Excellent social skills Stakeholder Management Able to deliver results working under pressure Strong Multitasking skills Knowledge: Advanced Excel/Google sheets - Desired Functions: SUMIF Joint, average, Count, conditioning formulas (IF, AND, OR) Preparation and presentation of advanced graphics PivotTables Search the data value by: VLOOKUP. Advanced Filters Oral and written comprehension Basic Knowledge of Operational Procedures Customer Service - Advanced Quality Processes - Advanced Motivation Theory - Advanced Studies & Experience: Graduate in any field Regards Trapti Singh 9911397154

Role & responsibilities : Minimum one year of experience in International Voice Process. Should have excellent communication skills. Flexible to work in rotational environment. Good thought process Should be sincere, focused and a stable working professional. Undergraduate/Graduate Kindly share your CV at sumer.khattri@aexp.com

"Hiring: Voice Process Customer Support (BPO)" Require Min. 1 Year experience into Customer support Should have fluency in English and Hindi Location: Bangalore (Work from Office) CTC: Up to 3.2 LPA Shift: Day 2 way cab facility Working Days: 6 days working | 1 day rotational off Notice Period: Immediate Joiners Only Qualification: Any Graduates About the Role We are hiring Customer Support Executives (Voice Process) for a leading BPO. This role involves handling customer queries through calls, ensuring excellent customer satisfaction. CONTACT: Archana- 9332827358

Job Requirement: Graduate in any discipline. Strong communication and analytical skills required. Disciplined in work ethics and should be proactive in approach Flexible in shift starting from 9 am till 11 pm. Ready to take challenges and prepare strategy to meet the team goal Proficiency in MS Office (Excel, Word and PowerPoint) required. Should have minimum 2 years of Support experience related to Sales/Network. Should possess organizational skills. Should be able to inspire the team members to meet company goals and objectives. Should be able to use negotiation skills to achieve results and reach an understanding in the event of a workplace conflict. Job description: Deliver defined Process SLA & KPIs. Manage & motivate a team of 12-15 Sales Comm Representatives. Maximize their productivity and improve Quality. Utilize and enhance the expertize of agents and make them reach the goal of monthly and yearly conversion targets. Control attrition and Shrinkage, Driving key process metrics like Utilization, occupancy, PSAT,FCR, conversion, AHT, Penetration etc. Monitoring Calls and providing feedback to Representatives, preparing reports and presentations for reviews. Complete self weekly login and take calls/chat/email as per quality standard Timely respond on email/chat/message of Sales network and provide complete support to them in loan and transaction processing Adhere Turn Around Time and make sure that expected outcome is delivered from respective campaign. Conducting team meetings – pre and post shifts. Analyze daily / weekly reports – MIS and taking necessary steps to improve performance. Prepare campaign strategy and execute them to meet the goal. Timely escalate the critical observation from campaign calling/chat/email from Sales Network team. Ensure to run all the campaigns in timely manner and inform to the line manager in case of any delay. Performance sharing with agents in timely manner. Help agents earning incentives and work for the improvement of bottom performers. Getting reports streamlined on PowerBi and monitor them daily. Highlights to the Ops analytics team incase of any observation. Update the scripts as per campaign requirement Share daily updates in the group to all agents and make sure they follow the right and correct information on the partner and customer interactions.

Roles and Responsibilities Be responsible for the teams overall performance. Ensure timely and effective completion of assigned tasks. Resolve queries in exceptional situations and escalate them, when required (by following proper channels). Compile and publish reports on teams performance reports on set frequencies (Daily/Weekly/Monthly etc.). Coordinate periodic and regular meetings with other Team Leaders, Trainers and Managers to discuss process impediments, needed resources or issues/delays in completing the task. Provide the team with a vision of the process objectives. Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples. Be sensitive to the needs of the team members and create an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Facilitate problem solving and collaboration. Conduct quality analysis on the listings processed by moderators, ensure teams quality is up to the set benchmark. Keep the Managers/Leaders informed of task accomplishment, issues and status. Focus on accelerating teams performance. Understanding towards business/organization objectives. Willingness to add value to companys Culture, Mission and Vision Desired Candidate Profile Proven work experience as a team leader or supervisor In-depth knowledge of performance metrics Organizational and time-management skills Decision-making skills Degree in Management or training in team leading is a plus Good PC skills, especially MS Excel Excellent communication and leadership skills Preferred Skills: Strong communication skills in English Critical Competencies: Customer Service Good analytical skills Must be very good with data representation Must be very good with MS Excel Time Management Ability to multi-task Candidate with relevant experience can share their resume to my mail ID: Kalaivaani.kalaivaani@teleperformancedibs.com

Role & responsibilities Customer requirements gathering and engagement Interface and coordinate with client engagement partners to understand the RFP/ RFI requirements Detail out scope documents, functional & non-functional requirements, features etc ensuring all stated and unstated customer needs are captured Construct workflow charts and diagrams, studying system capabilities, writing specification after thorough research and analysis of customer requirements Engage and interact with internal team - project managers, pre-sales team, tech leads, architects to design and formulate accurate and timely response to RFP/RFIs Understand and communicate the financial and operational impact of any changes Periodic cadence with customers to seek clarifications and feedback wrt solution proposed for a particular RFP/ RFI and accordingly instructing delivery team to make changes in the design Empower the customers through demonstration and presentation of the proposed solution/ prototype Maintain relationships with customers to optimize business integration and lead generation Ensure ongoing reviews and feedback from customers to improve and deliver better value (services/ products) to the customers 2. Engage with delivery team to ensure right solution is proposed to the customer a. Periodic cadence with delivery team to: Provide them with customer feedback/ inputs on the proposed solution Review the test cases to check 100% coverage of customer requirements Conduct root cause analysis to understand the proposed solution/ demo/ prototype before sharing it with the customer Deploy and facilitate new change requests to cater to customer needs and requirements Support QA team with periodic testing to ensure solutions meet the needs of businesses by giving timely inputs/feedback Conduct Integration Testing and User Acceptance demos testing to validate implemented solutions and ensure 100% success rate Use data modelling practices to analyze the findings and design, develop improvements and changes Ensure 100% utilization by studying systems capabilities and understanding business specifications Stitch the entire response/ solution proposed to the RFP/ RFI before its presented to the customer b. Support Project Manager/ Delivery Team in delivering the solution to the customer Define and plan project milestones, phases and different elements involved in the project along with the principal consultant Drive and challenge the presumptions of delivery teams on how will they successfully execute their plans Ensure Customer Satisfaction through quality deliverable on time 3. Build domain expertise and contribute to knowledge repository Engage and interact with other BAs to share expertise and increase domain knowledge across the vertical Write whitepapers/ research papers, point of views and share with the consulting community at large Identify and create used cases for a different project/ account that can be brought at Wipro level for business enhancements Conduct market research for content and development to provide latest inputs into the projects thereby ensuring customer delight Deliver No. Performance Parameter Measure 1. Customer Engagement and Delivery Management PCSAT, utilization % achievement, no. of leads generated from the business interaction, no. of errors/ gaps in documenting customer requirements, feedback from project manager, process flow diagrams (quality and timeliness), % of deal solutioning completed within timeline, velocity generated. 2. Knowledge Management No. of whitepapers/ research papers written, no. of user stories created, % of proposal documentation completed and uploaded into knowledge repository, No of reusable components developed for proposal during quarte. IF ANY1 INTERESTED PLEASE SHARE YOUR UPDATED RESUME TO MY MAIL ID: monika.g@strydeconsulting.com

MIN 3YR EXP, 1 yr AS BPO QA ON paper exp In International Customer Support Voice Process Audits calls ,audit reports, Call Calibration IMMEDIATE JOINER MUST BANKING PROCESS EXP -Call Whatsapp AMIT 8851792136, Neha 8287267407 Perks and benefits PF & ESIC plus Good Leave policy

IMMEDIATE JOINERS REQUIRED Location - Kolkata Excellent Comms Shifts - 24*7/Rotational Week offs Job Role: To create reports on a daily weekly and monthly basis to share. Performance of team clusters against the process defined SLAs. Creating new templates and modifying existing ones to simplify data collection from various sources. Collating data received from various sources. Taking care of ad hoc report requests. Take ownership of the accuracy and timeliness of reports that are published Be aware with all relevant policies and procedures related to the process Track all Operations processes relating to SLA adherence. Ensure SLA performance reports are published timely and accurately. Escalate any irregularities in reports in a timely manner. Be aware of and comply with any client and process updates internal external for accurate tracking of performance and data. Address any problems grievances with the Team Leader, Team Coach, Team Manager that may have a bearing on productivity or efficiency. Liaise with other departments both internal and external. Collating data received from various sources. Sharing relevant MIS information with other departments as and when required. Domain / functional expertise areas: Analytical skills Excel skills / Automation (Macro) / MS Access / Basic SQL Power BI will be an advantage Critical competencies for the position: Knowledge of reporting/ data management Good with logical & analytical skills Taking initiatives to streamline processes and focus areas Maintain team engagement Hands on with excel & MS office

IMMEDIATE JOINERS REQUIRED Location - Kolkata Excellent Comms Shifts - 24*7/Rotational Week offs Job Role: To create reports on a daily weekly and monthly basis to share. Performance of team clusters against the process defined SLAs. Creating new templates and modifying existing ones to simplify data collection from various sources. Collating data received from various sources. Taking care of ad hoc report requests. Take ownership of the accuracy and timeliness of reports that are published Be aware with all relevant policies and procedures related to the process Track all Operations processes relating to SLA adherence. Ensure SLA performance reports are published timely and accurately. Escalate any irregularities in reports in a timely manner. Be aware of and comply with any client and process updates internal external for accurate tracking of performance and data. Address any problems grievances with the Team Leader, Team Coach, Team Manager that may have a bearing on productivity or efficiency. Liaise with other departments both internal and external. Collating data received from various sources. Sharing relevant MIS information with other departments as and when required. Domain / functional expertise areas: Analytical skills Excel skills / Automation (Macro) / MS Access / Basic SQL Power BI will be an advantage Critical competencies for the position: Knowledge of reporting/ data management Good with logical & analytical skills Taking initiatives to streamline processes and focus areas Maintain team engagement Hands on with excel & MS office

MIN 3YR EXP, 1 yr AS BPO QA ON paper exp In International Customer Support Voice Process Audits calls ,audit reports, Call Calibration IMMEDIATE JOINER MUST BANKING PROCESS EXP -Call Whatsapp AMIT 8851792136, Neha 8287267407 Perks and benefits PF & ESIC plus Good Leave policy

Role- Customer Specliest 1-3 Yr Exp Into Into customer Handling Any Graduate CTC- Up to 5.5 LPA WFO Location - Bangalore 5 Days working 2 days off both side Cab Shift- US Interview - Virtual For more info contact : HR Haider - 9256424833

MIN 3YR EXP, 1 yr AS BPO QA ON paper exp In International Customer Support Voice Process Audits calls ,audit reports, Call Calibration IMMEDIATE JOINER MUST BANKING PROCESS EXP -Call Whatsapp AMIT 8851792136, Neha 8287267407 Perks and benefits PF & ESIC plus Good Leave policy

eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Voice process team, your role will specifically focus on troubleshooting related processes. The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing the team. The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. He/she must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objects. Additionally, he/she must be self-directed, proactive and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors. He/she must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems. Customer Operations Associate Process Manager Responsibilities Prepares performance reports by collecting, analysing, and summarizing data and trends Ensure Critical Performance Metrics are met consistently Lead client/vendor reviews/calibrations Revert to client/vendor queries on routine issues Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely Manage multiple teams Perform audits and quality checks on Team Leads & Floor Supports Provide feedback to the Team Leads & Floor Supports periodically on their performance Ensure cross skilling and periodic process re-verification to ensure resource pool Perform Training Need Identification for teams Perform Bottom Quartile Management Ensure directives from senior leadership are percolated and acted upon Hold periodic meetings, discuss task delegation and review issues Conduct team huddles and meetings to discuss operational updates Build team spirit through group sessions, activities, and projects Focus on retention of staff through career mapping & guiding team members Advocate and follow organizational policies and procedures Adhere to the information security requirements Ensure all client deliverables met within timelines Ensure productivity/quality enhancement and process meet all metrics Remediation of any major incident Manage client MBR/QBR deck, client calls and reviews Minimum Qualifications Overall experience of 4+ years and should be a graduate or post graduate in any specialization eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the worlds leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of Indias leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand. eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing a blend of technology and domain knowledge that support our clients’ evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities – transforming everyday touchpoints into a superior customer experience. eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law. Contact -Rupali Devlekar M-7678009271 E-rupali.devlekar.C@eclerx.com