683 Attrition Jobs - Page 9

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

Hiring for Content Moderation Team leader Exp : 2 to 5 years shift : Rotational shift ( 5 days of working , 2 Rotational off) Skills : Attrition , Shrinkage , Dsat and Csat Location : Uppal , Hyderabad For further details contact HR Sunitha (80954 80327) Email id : sunitha@mrtinfotech.com

Responsibilities: Manage the overall performance of a team of customer service representatives Day-to-day team management in accordance with requirements and SLAs Prompt identification and resolution of issues including implementation of preventative measures. Provide high quality agent coaching to ensure proper understanding of products and services, compliance in clients policies, and delivery of the best customer service Recruits, selects, hires, and trains new personnel and prepares them to respond to customer questions and complaints Provide exceptional people management, mentorship, and career development to members of your team, achieve low attrition levels and high employee engagement Drive team to deliver continuous improvement and productivity/quality gains Flag and escalate business risks timely Making sure the operations is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client Client interfacing improve operational systems, processes and best practices that guarantee organizational well-being and efficiencies Leverage service quality, growth, and efficiency metric reports to identify areas of opportunity to enhance agent performance and drive achievement of stated goals. Perform quality controls and monitor production KPI’s, prepare reports and analyze data for your team Ability to develop and implement strategic processes to increase consistency and promote overall growth of the project Flexible with timings to support operations Min. requirements: College education preferred Experience in leading teams in customer support via voice and chat support or a call center environment Advanced customer focus and customer service skills Exceptional training and coaching skills to motivate employees Great verbal and written communication skills Have full understanding of creating and implementing scheduling and task distribution Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast paced environment, able to deal with rapid change and ambiguity Strategic thinker with strong analytical and problem-solving skills 3+ years of experience in team management, managing 20+ FTE 3+ years of people management experience, including managing leaders, and a strong desire to develop team members Passion to create an exceptional experience and provide outstanding customer support Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members Adaptable and energized by a fast-paced environment Good in situational leadership, on the feet thinking. Analytically sound, ability to look through data and make learned decisions Bachelor’s degree, or equivalent. Adequate knowledge of organizational effectiveness and operations management Familiarity with business and financial principles and practices Ability to effectively communicate with all levels of the organization Proven track record of collaborating with cross-functional groups to produce results ISO, Six Sigma, PMO Certification is an added advantage Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus

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).

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 Title: Team Leader – BPO (Banking Sales Process) Location: Thane Shift: Day Shift / Rotational (as applicable) Experience: 2–4 years in BPO Sales (Banking domain preferred) Qualification: Graduate in any discipline Call 9021641531

Work from Office upto 8 LPA International Voice Process Min 2-3 year of team handling on paper exp required in BPO Rotational Shift 5 Days working Graduate Mandatory Immediate Joiners Mohali Interested candidates contact on 6280939007 HR khushi Required Candidate profile Should be aware about Shrinkage, Attrition , KPI & KRA's Flexible for 24X7 Shifts Good Customer Handling Skills Min 2-3 year of team handling on paper experience required in BPO

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

Role- Team Leader Required Candidate profile -Must have min 1 year experience as TL in International BPO. -Must have excellent communication skills in English. Please call or Whatsapp at @ 8453399504 / 8723051470 / 6002281943

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

Should be able to manage a large team and responsible to deliver client mandated KPI that include TAT and accuracy. People Management, Workforce planning, Shrinkage / Absenteeism management, Attrition management, People development. Compliance to internal and external Audit requirement. Ensure timely update of incentive and NSA.Data analysis, client managementEffective communication. Should be able handle high pressure operations team. Qualifications Graduate Job Location

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.

Role & responsibilities Experience in handling team management Responsible for maintaining SLA and Key metrics like AHT , CSAT Responsible for maintaining daily shrinkage and attrition Responsible for maintaining reports and client management Preferred candidate profile Min 3-4 years in International voice process Comfortable working for night shifts Excellent communication skills

Concentrix Corporation (NASDAQ: CNXC ) a global technology and services leader that powers the worlds best brands, today and into the future. Were human-centered, tech-powered, intelligence-fueled. Every day, we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise, helping over 2,000 clients solve their toughest business challenges. Whether its designing game-changing brand experiences, building, and scaling secure AI technologies, or running digital operations that deliver global consistency with a local touch, we have it covered. At the heart of everything we do lies a commitment to transforming the way companies connect, interact, and grow. Were here to redefine what success means, delivering outcomes unimagined across every major vertical in 70 + markets. Virtually everywhere. Visit concentrix.com to learn more. Job Title: Deputy Manager - HR Business Partner Job location: Manyata Tech Park - Nagawara/ Hebbal, Bangalore Work mode - Work from Office only (5days week) Working window - UK shifts (2:00pm to 11:00pm) or (4pm to 1am) Key Essentials: We are hiring for a HR Business partner, who has managed: Employee span / Headcount of 300 and above Hands on in addressing grievance related to Compliance queries, cultural fitments, skip levels, EWS, etc. Good to have experience in stakeholder management, Attrition analysis and supporting in performance review discussions Graduate or post-graduate with hands on experience at HRBP in BPO / ITES industry and working knowledge on Excel & PPTs

Roles and Responsibilities Provide real-time analysis to support business decisions on service levels, shrinkage, attrition, and forecasting. Develop and maintain accurate capacity plans to meet business needs. Collaborate with stakeholders to identify areas for improvement in workforce management processes. Implement effective resource planning strategies to optimize staff schedules. Monitor and analyze key performance indicators (KPIs) such as SLA compliance and customer satisfaction. Desired Candidate Profile 2-3 years of experience in Workforce Management or related field. Hand on experience in RTA (Real Time Analysis), Capacity Planning, Forecasting, Scheduling, Resource Planning, Service Level Agreements (SLAs), and Capacity Management principles. Excellent analytical skills with ability to interpret data insights into actionable recommendations.

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

We are looking for a qualified team leader to manage our team and provide effective guidance. You will be responsible for supervising, managing and motivating team members on a daily basis. As a team leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you should lead by setting a good example and engage the team to achieve goals. Responsibilities Create an inspiring team environment with an open communication culture Set clear team goals Delegate tasks and set deadlines Oversee day-to-day operation Monitor team performance and report on metrics Motivate team members Discover training needs and provide coaching Listen to team members’ feedback and resolve any issues or conflicts Recognize high performance and reward accomplishments Encourage creativity and risk-taking Suggest and organize team building activities Requirements and skills Proven work experience as a team leader or supervisor In-depth knowledge of performance metrics Good PC skills, especially MS Excel Excellent communication and leadership skills Organizational and time-management skills Decision-making skills

Location: Bangalore (Work from Office) Grade: G Designation: Team Executive Shift: Night shift Number of Positions: 1 About the Role: We are seeking a dynamic and experienced Team Lead with a strong background in US Healthcare , specifically in Member Enrollment . The ideal candidate will have proven experience in managing teams, excellent communication skills, and a deep understanding of the healthcare domain. This is a Team Lead role and requires hands-on leadership experience in enrollment processes. Key Responsibilities: Lead and manage a team responsible for US healthcare member enrollment activities. Ensure compliance with CMS guidelines and support processes related to Medicare (preferred). Monitor team performance and provide regular coaching, feedback, and performance reviews. Prepare and maintain internal and client reports accurately and on time. Coordinate and conduct training sessions for new and existing team members. Act as a liaison between the team and upper management, ensuring seamless communication. Handle team escalations and resolve operational issues efficiently. Ensure adherence to quality, compliance, and productivity standards. Mandatory Skills: Proven Team Lead experience (on paper). Strong knowledge of the US Healthcare system . Hands-on experience in Member Enrollment processes. Willingness to work night shifts Preferred Skills: Exposure to Medicare processes and guidelines. Familiarity with CMS compliance standards. Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or deepalakshmi@firstsource.com email addresses.

Min. 5+ years of overall experience in call center work, with 2 year of experience as a Team leader Should have managed team size of min. 20-25 HC. Experience/exposure to work for US clients (Call center/Backend) . Good communication and interpersonal skills Good knowledge of MS Outlook, MS Excel and, MS PowerPoint Creating Report, dashboard, manage bottom quartile team members. Aware on feedback mechanism and performance improvements. Provide inputs on process improvement and opportunities. Ready to work in US time zone and flexible with shifts.

The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. The candidate 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, candidate 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. Process Manager Role & responsibilities: Work closely with the Program Leader and other senior managers in the program to ensure a balance in HR & Ops communication and that Company policiesare adhered to in the Program. Work closely with Business on calibration process for performance management system Understand employee pulse, escalate to appropriate levels & ensure end to end resolution Investigate and close any conduct related violation and take necessary disciplinary action wherever required Monitor & govern Performance Coaching & Improvement process for bottom performers in the program Carry out career and capability development programs for identified group of Analyst-Process Manager pool Attrition management for the program/process Connect one-on-one with Analyst- Manager pool during the pulse check Govern leadership connects for the program Oversee the 90-Day on-boarding & assimilation program for Analyst -Manager pool in the program Coach employees for them to invest in their capability building Conduct sessions to educate employees on Performance Management System Ensure goal-setting activities getting carried out between the managers and their direct reports basis defined timelines Guide & sensitize managers with evaluation process Close appraisal calibration with Business Conduct exit interviews of Analyst-Process Manager within timelines Timely closure of Bottom Quartile Close Back Ground verification cases of Analyst-Process Manager in the Program where Insufficiency/discrepancy has been identified Ensure that all trackers including pulse, disciplinary (conduct and performance) are updated promptly and further shared with the Sr. HR BP and other stakeholders Create all necessary reports and dashboards required for each program/process area Drive Rewards & Recognitionin the program to recognize & reward contribution and achievement in order to motivate Technical and Functional Skills: Bachelors Degree withat least 5+ years of experience into HRBP role. Good exposure of performance appraisal, succession planning and stakeholder management. Experience required into employee engagement and connect activities. Good knowledge of excel and experience into preparing various trackers. Strong verbal, written, and interpersonal communication abilities. Strong analytical skills and experience using and presenting data to make decisions.

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

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