We are seeking an experienced and detail-oriented Business Analytics Lead / Manager to join our international BPO team in Chandigarh. The role involves leading a team of analysts, delivering actionable insights, and driving performance improvements across global operations through data analytics and business intelligence. Key Responsibilities Lead a team of analysts to deliver business performance reports and insights. Design and dynamic ,interactive dashboards, scorecards, and MIS reports using ,Microsoft Excel, and SQL. Collaborate with operations and client stakeholders to define and track KPIs and SLAs. Analyze large datasets to identify performance trends and improvement opportunities. Required Skills & Competencies Strong hands-on expertise in Power point presentation ,Advanced Excel, SQL, and Data Visualization. Strong analytical, problem-solving, and storytelling skills. Excellent communication and stakeholder management abilities. Educational Qualification Any Graduate Why Join Us Opportunity to work with global stakeholders and diverse business functions. Fast-paced, growth-oriented environment with recognition-driven culture. Exposure to international BPO analytics and transformation initiatives. 📩 Interested candidates can share their profiles at [rupali.devlekar.C@eclerx.com]
As a Business Analytics Lead / Manager at our international BPO team in Chandigarh, you will be responsible for leading a team of analysts to deliver actionable insights and drive performance improvements through data analytics and business intelligence. - Lead a team of analysts to deliver business performance reports and insights. - Design dynamic and interactive dashboards, scorecards, and MIS reports using Microsoft Excel and SQL. - Collaborate with operations and client stakeholders to define and track KPIs and SLAs. - Analyze large datasets to identify performance trends and improvement opportunities. To excel in this role, you should have: - Strong hands-on expertise in Powerpoint, Advanced Excel, SQL, and Data Visualization. - Strong analytical, problem-solving, and storytelling skills. - Excellent communication and stakeholder management abilities. As an ideal candidate, you should be a graduate with a keen interest in business analytics and data-driven decision-making. If you join us, you can look forward to: - Working with global stakeholders and diverse business functions. - Being part of a fast-paced, growth-oriented environment with a recognition-driven culture. - Gaining exposure to international BPO analytics and transformation initiatives. Interested candidates can share their profiles at rupali.devlekar.C@eclerx.com.,
As a Call Centre Team Leader, you will play a pivotal role in ensuring the smooth operation of our call centre by overseeing and supporting a team of customer service representatives. You will be responsible for guiding, coaching, and motivating team members to deliver outstanding service and achieve performance targets. Additionally, you will collaborate closely with management to implement strategies for improving efficiency, enhancing customer satisfaction, and driving continuous improvement within the call centre. 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. Benefits: Competitive salary and benefits package Opportunities for professional development and career growth A supportive and collaborative work environment Health and wellness programs -Shift -Rational shift & week offs -International outbound experience preferred -Interested candidate can share their profile at -rupali.devlekar.C@eclerx.com
This role will be an essential part of the WFM Program in the Customer Operations Vertical. He/she should have the ability to quickly and efficiently assimilate process knowledge and be good at problem-solving and root cause analysis. They must be professional in conduct/behaviour, appearance and communication. An understanding of web technology and cable setup is necessary. Those who have a basic knowledge of excel, are experienced in troubleshooting related process, have experience in cable or telecom industry, can analyse information and evaluate results to choose the best solution and solve problems and can multi-task are preferred. WFM Role: - Interaction with Techs in the field to provide them with real-time support - Checking status of services on account in diagnostic tools - Good Knowledge of agent scheduling and on floor staffing activity planning - Should be able to coordinate with operations Managers and Leads - Communicate effectively and close looping with the client in case of observations - Updating status in internal as well as client tools - Meet process expectations with high-quality standards and adherence to SLAs - Candidate shall adhere to the information security requirements WFM Process: - Should have min. 3 years of experience in Work Force Management and MIS. - Sound understanding of Call centre WFM metrics and work experience in Chat processes in an added advantage - Sense of ownership to complete the task satisfactorily - Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc. - Keep a track of all technicians with regards to the jobs assigned to them - Prepare Agent schedules and Daily adherence plans - Prepare various Ops production reports - Perform RTM role independently - Manage Breaks and Resource availability on floor - Audit work orders for accuracy and make corrections if required - Check for signal levels on all equipment and certify jobs as completed - Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment - Fill up the complete report and share with the APM/PM daily - Collate and share information for all appointments that are cancelled Minimum Qualifications - Any Graduate -Shift-Rotational shifts & week offs -Immediate joiner preferred -interested candidate can share their resume at- rupali.devlekar.C@eclerx.com
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
As a Call Centre Team Leader, you will play a pivotal role in ensuring the smooth operation of our call centre by overseeing and supporting a team of customer service representatives. You will be responsible for guiding, coaching, and motivating team members to deliver outstanding service and achieve performance targets. Additionally, you will collaborate closely with management to implement strategies for improving efficiency, enhancing customer satisfaction, and driving continuous improvement within the call centre. 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. Benefits: Competitive salary and benefits package Opportunities for professional development and career growth A supportive and collaborative work environment Health and wellness programs -Shift -Rational shift & week offs -International outbound experience preferred -Interested candidate can share their profile at [HIDDEN TEXT]
eClerx is looking to hire an experienced professional with 8-12 years of experience. As part of the 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. 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. 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 Graduation in any specialization -Telecom experience preferred -Flexible to work in night shift and rotational week offs -local candidates preferred Contact -Interested candidate can share their resume at- rupali.devlekar.C@eclerx.com
The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met. Main Responsibilities: Manage the call\Chat volume, daily attendance and program break schedules Assist with creation if metrics and targets for services Work closely with the operations team to analyze and help improve their delivery processes Generate ideas for process and service improvement planning Produce daily, biweekly and monthly internal reports Assist with projects and other duties as requested or assigned Skills and Qualifications: Must have Microsoft Excel skills Ability to create reports in Excel and forecast results Attention to detail and high level of accuracy Ability to multi-task, focus and complete reports for extended periods of time Previous call center experience required Previous Work Force Management experience required Required work experience 2-4 Years of experience in RTA /WFM Interested candidate can share their resume at rupali.devlekar.C@eclerx.com
As an experienced professional with 8-12 years of experience, your role at eClerx will be as part of the Voice support process team, focusing on troubleshooting related processes. You will serve customers by planning and implementing strategies, improving systems and processes, and managing the team. Your understanding of the repair process in the Telecom and Cable industry will be crucial, as you will need to analyze information, evaluate results, and choose the best solutions to solve problems effectively. Key Responsibilities: - Prepare performance reports by collecting, analyzing, and summarizing data and trends - Ensure Critical Performance Metrics are consistently met - Lead client/vendor reviews/calibrations and revert to client/vendor queries on routine issues - Provide innovative ideas to optimize internal metrics and ensure critical matrices are met timely - Manage multiple teams and 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 - Identify training needs for teams and 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 and guiding team members - Advocate for and follow organizational policies and procedures - Adhere to information security requirements - Ensure all client deliverables are met within timelines - Enhance productivity/quality and ensure processes meet all metrics - Remediate any major incidents and manage client MBR/QBR deck, client calls, and reviews Qualifications Required: - Graduation in any specialization - Telecom experience preferred - Flexible to work in night shifts and rotational week offs - Local candidates preferred If interested, you can share your resume at rupali.devlekar.C@eclerx.com.,
eClerx is looking to hire an experienced professional with 8-12 years of experience. As part of the 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. 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. 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 Graduation in any specialization -Telecom experience preferred -Flexible to work in night shift and rotational week offs -local candidates preferred Contact -Interested candidate can share their resume at- [HIDDEN TEXT]
We are looking for an experienced Quality Team Lead to join our international BPO team in Mohali. 🔹 Location: Mohali 🔹 Working Days: Monday–Friday (Saturday–Sunday fixed off) 🔹 Shifts: Flexible to work in any shift (24×5) 🔹 Domain: International Voice/Non-Voice Process 💼 Responsibilities: Lead and manage Quality Analysts Monitor audits & ensure quality compliance Drive RCA, calibrations & quality improvement plans Support operations with consistent performance insights Handle client interactions and quality reviews ✅ Requirements: 3–5 yrs BPO experience with 1–2 yrs as Quality TL Must have International clints handling experience Strong QA frameworks knowledge Excellent communication & analytical skills Interested candidate can share their resume at rupali.devlekar.C@eclerx.com
Provide leadership and management to program staff and the primary care sector as it relates to workforce development. Contribute strategic development and partnerships relating to workforce development Provide leadership for the development of a workforce strategy Provide advice to internal stakeholders relating to workforce development Required Skills and Experience: Demonstrated people management experience. Experience working in the BPO industry including a sound understanding of the issues facing primary care workforce. Demonstrated ability to lead a project including development of business case, program planning, budgeting, implementation and evaluation. Ability to build, develop and sustain positive partnerships and productive working relationships with all levels of stakeholders (internally and externally), with a commitment to customer service. Stakeholder Management Oversee, manage and monitor Workforce Development activities. In conjunction with the executive management, participate in key stakeholder engagement. Provide strategic direction to program staff to engage stakeholders effectively and develop strong partnerships WFM Process: Responsibilities Good Knowledge of agent scheduling and on floor staffing activity planning Should be able to coordinate with operations Managers and Leads Communicate effectively and close looping with the operations in case of observations Updating status in internal as well as client tools Meet process expectations with high-quality standards and adherence to SLAs Sense of ownership to complete the task satisfactorily Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc. Prepare Agent schedules and Daily adherence plans Prepare various Ops production reports Perform RTM role independently Manage Breaks and Resource availability on the floor Interested candidate can share their resume at -rupali.devlekar.C@eclerx.com
Provide leadership and management to program staff and the primary care sector as it relates to workforce development. Contribute strategic development and partnerships relating to workforce development Provide leadership for the development of a workforce strategy Provide advice to internal stakeholders relating to workforce development Required Skills and Experience: Demonstrated people management experience. Experience working in the BPO industry including a sound understanding of the issues facing primary care workforce. Demonstrated ability to lead a project including development of business case, program planning, budgeting, implementation and evaluation. Ability to build, develop and sustain positive partnerships and productive working relationships with all levels of stakeholders (internally and externally), with a commitment to customer service. Stakeholder Management Oversee, manage and monitor Workforce Development activities. In conjunction with the executive management, participate in key stakeholder engagement. Provide strategic direction to program staff to engage stakeholders effectively and develop strong partnerships WFM Process: Responsibilities Good Knowledge of agent scheduling and on floor staffing activity planning Should be able to coordinate with operations Managers and Leads Communicate effectively and close looping with the operations in case of observations Updating status in internal as well as client tools Meet process expectations with high-quality standards and adherence to SLAs Sense of ownership to complete the task satisfactorily Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc. Prepare Agent schedules and Daily adherence plans Prepare various Ops production reports Perform RTM role independently Manage Breaks and Resource availability on the floor Interested candidate can share their resume at [HIDDEN TEXT]
As a Program Manager in the primary care sector, you will be responsible for providing leadership and management to program staff and the primary care sector in relation to workforce development. Your role will involve contributing to strategic development and forming partnerships related to workforce development. You will also lead the development of a workforce strategy and provide advice to internal stakeholders regarding workforce development. Key Responsibilities: - Provide leadership and management to program staff and primary care sector for workforce development - Contribute to strategic development and partnerships in workforce development - Lead the development of a workforce strategy - Advise internal stakeholders on workforce development matters Qualifications Required: - Demonstrated experience in people management - Previous work experience in the BPO industry, with a strong understanding of primary care workforce issues - Ability to lead projects from inception to evaluation, including business case development, program planning, budgeting, and implementation - Skilled in building positive partnerships and productive relationships with stakeholders at all levels, both internally and externally, with a focus on customer service Additionally, you will oversee, manage, and monitor workforce development activities while engaging key stakeholders collaboratively. You will provide strategic direction to program staff to effectively engage stakeholders and nurture strong partnerships. In terms of Workforce Management (WFM) Process responsibilities, you will be expected to possess: - Proficiency in agent scheduling and on-floor staffing activity planning - Coordination skills with operations managers and leads - Effective communication and follow-up with operations based on observations - Updating statuses in internal and client tools - Meeting process expectations with high-quality standards and adherence to SLAs - Ownership mindset to ensure satisfactory task completion - Monitoring key WFM KPIs such as Shrinkage and Schedule Adherence - Generating agent schedules, daily adherence plans, and operational production reports - Independently performing Real-Time Management (RTM) role - Managing breaks and resource availability on the operational floor If you are interested in this position, please share your resume at rupali.devlekar.C@eclerx.com.,