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eClerx
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Assistant Vice President

Assistant Vice President

eClerx

12 - 16 years

0 Lacs

navi mumbai maharashtra

Posted:1 day ago| Platform: Shine logo

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Skills Required

communication analytical skills strong leadership problemsolving

Work Mode

On-site

Job Type

Full Time

Job Description

You are a seasoned professional with over 12 years of experience in the leadership role, preferably in a BPO or customer service environment, with recent experience of 5 years in Telecom. As a Program Manager at eClerx, a leading process management and data analytics company catering to global Fortune 500 clients, you will be entrusted with overseeing the chat process operations team. Your primary responsibility will be to strategize, enhance systems and processes, and manage the team to deliver exceptional customer service and operational excellence. Your role involves conducting needs assessments, performance reviews, and cost/benefit analyses to determine operational strategies. You will be expected to identify state-of-the-art technologies, define user requirements, and establish production, productivity, quality, and customer-service standards. Anticipating and acting on evolving customer needs to create a customer-centric organization is crucial. You will also focus on building engaged and high-impact teams, enhancing performance, and fostering partnerships to achieve common goals. Your duties will include monitoring system performance, resolving issues, managing quality assurance programs, and ensuring financial objectives are met. Additionally, you will be responsible for tracking performance metrics, preparing performance reports, managing client and vendor relationships, conducting training needs assessments, and ensuring compliance with organizational policies and procedures. To excel in this role, you should possess strong leadership, communication, problem-solving, and analytical skills. A background in Computer Science, Computer Applications, or related subjects is preferred. Understanding of the repair process in the Telecom and Cable industry is beneficial. In return, we offer a competitive salary package, the opportunity to work with a prestigious company, and avenues for professional growth and development in a dynamic environment.,

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eClerx

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Assistant Vice President