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Full Time
Customer Operations - Process Manager
India- Pune |Full-time (FT)|Customer Operations
Shift Timings - NIGHT SHIFT |Management Level Leadership
eClerx is looking to hire an experienced professional with over 10 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 staff. He/she will determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
The leader must demonstrate an ability to anticipate, understand, and act on evolving customer needs, both stated and unstated. Through this, he/she must create a customer-centric organisation and use innovative thinking frameworks to foster value-added relations. With the right balance of >
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.
Overall experience of 10+ years and should be a graduate or post graduate in any specialisation
-Graduation in Computer Science, Computer Applications or related subjects
eClerx
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