Associate Program Manager

Associate Program Manager Customer Operations

Customer Operations Voice Process- Associate Program Manager
India |Full-time (FT)|Customer Operations
Shift Timings Flexible 24x7 |

Specialization International BPO, Chat/Inbound voice

eClerx is looking to hire an experienced professional with 8-12 years of experience. As part of the Chat or Voice support 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 knowledge relevant to the functional area, and act as a subject matter expert in providing advice in the area of expertise, and also focus on continuous improvement for maximum efficiency. It is vital to focus on high standard of delivery excellence, provide top-notch service quality and develop successful long-term business partnerships with internal/external customers by identifying and fulfilling customer needs. He/she should be able to break down complex problems into logical and manageable parts in a systematic way, and generate and compare multiple options and set priorities to resolve problems.The ideal candidate must be proactive, and go beyond expectations to achieve job results and create new opportunities. He/she must positively influence the team, motivate high performance, promote a friendly climate, give constructive feedback, provide opportunities for development, and manage career aspirations of direct reports. Communication skills are key here, to explain organizational objectives, assignments, and the big picture to the team, and to articulate team vision and clear objectives.

He/she must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyze information and evaluate results to choose best solutions and solve problems.

Customer Operations Associate Program Manager Responsibilities

1. Prepare Comprehensive Performance Reports: Collect, analyze, and summarize data to identify trends and insights, ensuring informed decision-making.
2. Ensure Consistent Achievement of Key Performance Metrics: Proactively monitor and manage critical metrics to maintain high performance standards.
3. Lead Client and Vendor Engagements: Oversee reviews, calibrations, and routine communications to strengthen partnerships and ensure alignment with objectives.
4. Respond to Client and Vendor Inquiries: Address routine queries promptly, ensuring clear communication and resolution of issues.
5. Drive Innovation for Internal Performance Optimization: Propose and implement innovative ideas to enhance operational efficiency and meet critical metrics on time.
6. Manage Cross-Functional Teams: Oversee multiple teams, ensuring efficient collaboration, goal alignment, and productivity.
7. Conduct Audits and Quality Assurance:Perform regular audits and quality checks on Team Leads and above to maintain high operational standards.
8. Provide Performance Feedback: Deliver constructive feedback to teams regularly, ensuring continuous improvement and alignment with goals.
9. Promote Cross-Skilling and Process Verification: Ensure team members are cross-trained and processes are periodically reviewed to maintain a flexible and skilled resource pool.
10. Cascade Leadership Directives: Ensure senior leadership directives are effectively communicated, understood, and executed across teams.
11. Facilitate Task Delegation and Issue Resolution: Hold regular meetings to discuss task assignments, address challenges, and review progress.
12. Focus on Staff Retention and Development: Guide team members through career mapping and development, promoting growth and reducing attrition.
13. Champion Organizational Policies and Compliance: Advocate for and adhere to company policies, ensuring compliance with all procedures, including information security.
14. Ensure Timely Delivery of Client Commitments:Manage timelines effectively to ensure all client deliverables are met with high quality and precision.
15. Enhance Productivity and Quality: Continuously seek opportunities to improve productivity, quality, and adherence to process metrics.
16. Manage Client Reviews and Reporting: Prepare and present client Monthly Business Review (MBR) and Quarterly Business Review (QBR) decks, leading client calls and feedback sessions.

Qualifications:

• 12-15 years of experience in Operations, withexperience in handling a team of minimum of 100+ team members
• Aptitude to work in a variable business environment, periodically requiring tight deadlines and aggressive turn-around times
• Self-starter and Self-motivated player able to define, structure and prioritize work for self (and team as may be applicable), but also has the flexibility to change priorities
• Ability to assimilate new information and quickly adapt to new environment
• Strong ability to communicate effectively at all levels of the organization including front office individuals, skilled at diplomatically breaking down barriers and obstacles
• Detailed oriented, analytical, inquisitive and apply sound judgements
• Proficiency in PowerPoint and Excel, and experience in global external database
• Willingness to travel, if required.
• Industry certifications or relevant educational background.
• Educational Qualifications: Graduate/PG