Associate Process Manager

Key Responsibilities:

• Lead and manage a team of customer service representatives to ensure exceptional service delivery and achievement of performance targets.
• Provide ongoing coaching, training, and feedback to team members to enhance their skills and performance.
• Monitor team performance and productivity metrics, identifying areas for improvement and implementing strategies to address them.
• Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction.
• Foster a positive and collaborative team environment, promoting open communication and teamwork among team members.
• Develop and implement procedures, policies, and guidelines to streamline operations and improve efficiency within the call centre.
• Analyze call centre data and trends to identify opportunities for process improvements and optimization.
• Conduct regular performance evaluations and provide constructive feedback to team members to support their professional development and growth.
• Collaborate with other departments, including training, quality assurance, and IT, to ensure alignment and consistency in service delivery.
• Stay up-to-date with industry trends and best practices in call centre management and customer service.

Qualifications:

• Bachelor's degree in any field.
• Proven experience in a call centre environment, with at least 2 years of experience in a leadership or supervisory role.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire team members.
• Excellent communication skills, both written and verbal.
• Demonstrated ability to effectively manage multiple priorities in a fast-paced environment.
• Sound judgment and decision-making abilities, with a focus on delivering exceptional customer service.
• Proficiency in call centre software and CRM systems.
• Flexibility to work in shifts and adapt to changing business needs.

Note -This is a rotational shift & week offs

Preferred international voice or chat experience

Benefits:

• Competitive salary and benefits package
• Opportunities for professional development and career growth
• A supportive and collaborative work environment
• Health and wellness programs

Interested candidate can share their resume at rupali.devlekar.C@eclerx.com