146 Customer Operations Jobs - Page 6

Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Service Delivery Ops Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market. Adaptable and flexible What are we looking for? In this role, you are required to function as a Subject Matter Expert supporting the members of the team You will work in close coordination with the TeamLead to provide & drive level of instruction on daily work tasks and detailed instruction on new assignments and the decisions that you make that would impact for the team In this role, you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your team and direct supervisor You will be provided detailed to a moderate level of instruction on daily work tasks and detailed instruction on new assignments and the decisions that you make that would impact your work You will need to be well versed with basic statistics and terms involved in the day to day business and use it while discussing with stakeholders You will be required to help in the overall team s workload by managing your deliverables and help the team when required You will be an individual contributor as a part of a team, with a predetermined focused scope of work.Please note this role may require you to work in rotational shifts Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Skill required: Next Generation Customer Operations - Customer Service Technology Designation: Delivery Operations Team Lead Qualifications: Any Graduation Years of Experience: 7 to 11 years What would you do? "You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market.Platform and software contact centers use to provide customer support. The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance." What are we looking for? " Exhibits basic competency indicators consistently and effectively:Demand Management Estimating Financial Management Risk Management Scope Management Service Change Management SDS - Standard Delivery Solution Vendor Management Exhibits competency indicators of medium complexity occasionally:Contract Management Cost Management Stakeholder Management Exhibits competency indicators of medium complexity consistently and effectively:Client Relationship Development Continuous Improvement Contract Compliance Execution Issue Management Operational Excellence Operations Management Performance Management (Metrics & Status Reporting) Problem-Solving & Escalation Management Project Management Quality & Process Improvement Report Creation Resource Management SLA (Service-Level Agreement) Management Work Planning and Management" Roles and Responsibilities: " In this role you are required to do analysis and solving of moderately complex problems May create new solutions, leveraging and, where needed, adapting existing methods and procedures The person would require understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor May interact with peers and/or management levels at a client and/or within Accenture Guidance would be provided when determining methods and procedures on new assignments Decisions made by you will often impact the team in which they reside Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts" Qualification Any Graduation

Handle daily operations across platforms: Amazon, Flipkart, Blinkit, Big Basket, Shopify, etc. Oversee order processing, returns, and RTO management. Coordinate with logistics, packaging vendors, and manufacturers for timely fulfillment.

Role & responsibilities Manage day-to-day operations of SMEs (Subject Matter Experts) to ensure seamless delivery of services. Collaborate with cross-functional teams to identify process improvements and implement changes. Develop and maintain strong relationships with clients, understanding their needs and expectations. Conduct research analysis to provide strategic insights on business operations and decision making. Ensure attention to detail in all aspects of work, including documentation and reporting. Preferred candidate profile 1-5 years of experience in a similar role or related field. Strong analytical skills with ability to interpret data effectively. Excellent communication skills for effective collaboration with stakeholders. Proficiency in problem solving, critical thinking, and decision making. Deep knowledge of domain expertise required. Perks and benefits

About The Role Customer Operations-CHAT- Associate Process Manager India- Pune |Full-time (FT)|Customer Operations |Job ID_ Shift Timings- Flexible 24x7 Specialisation- International BPO, Chat Process 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 specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects

About The Role Customer Operations-CHAT- Associate Process Manager India- Pune |Full-time (FT)|Customer Operations |Job ID_ Shift Timings- Flexible 24x7 Specialisation- International BPO, Chat Process 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 specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects

About The Role Customer Operations - Associate Process Manager India- Pune |Full-time (FT)|Customer Operations |Job ID_ Shift Timings- Flexible 24x7 Specialisation- International BPO, Voice Process 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 specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects

About The Role Customer Operations - Associate Process Manager India- Pune |Full-time (FT)|Customer Operations |Job ID_ Shift Timings- Flexible 24x7 Specialisation- International BPO, Voice Process 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 specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects

About The Role Customer Operations - Associate Process Manager India- Pune |Full-time (FT)|Customer Operations |Job ID_ Shift Timings- Flexible 24x7 |Management Level- Assistant Manager Specialisation- Telecom International BPO, Voice process, Inbound and Outbound experience eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Chat/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 6+ years and should be a graduate or post graduate in any specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects

About The Role Customer Operations-CHAT- Associate Process Manager India- Pune |Full-time (FT)|Customer Operations |Job ID_ Shift Timings- Flexible 24x7 Specialisation- International BPO, Chat Process 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. They 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. They 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. Minimum Qualifications Overall experience of 4+ years and should be a graduate or post graduate in any specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects 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 eClerx Customer Operations eClerx Customer Operations specializes in improving end-to-end customer journeys by providing advanced analytics, automation, superior Omni channel customer support, and field technical operations. Transforming everyday touchpoints into superior customer experiences to help our clients improve sales and retention, while reducing costs and enhancing customer satisfaction. To know more about us, visit https://eclerx.com 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.

About The Role Customer Operations-Chat and Voice Process- Senior Process Manager India |Full-time (FT)|Customer Operations |Job ID_ Shift Timings- Flexible 24x7 |Management Level- Senior Manager Specialisation- 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 analyse information and evaluate results to choose best solutions and solve problems. Customer Operations Senior 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 9+ years and should be a graduate or post graduate in any specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects

About The Role Customer Operations-Chat and Voice Process- Senior Process Manager India |Full-time (FT)|Customer Operations |Job ID_ Shift Timings- Flexible 24x7 |Management Level- Senior Manager Specialisation- 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 analyse information and evaluate results to choose best solutions and solve problems. Customer Operations Senior 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 9+ years and should be a graduate or post graduate in any specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects

About The Role Customer Operations-CHAT- Associate Process Manager India- Pune |Full-time (FT)|Customer Operations |Job ID_ Shift Timings- Flexible 24x7 Specialisation- International BPO, Chat Process 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 specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects

About The Role Customer Operations - Associate Process Manager India- Pune |Full-time (FT)|Customer Operations |Job ID_ Shift Timings- Flexible 24x7 Specialisation- International BPO, Voice Process 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 specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects

About The Role Customer Operations - Process Manager India- Pune |Full-time (FT)|Customer Operations |Job ID_ Shift Timings- Flexible 24x7 |Management Level- Manager Specialisation- International BPO, eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Chat/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 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 6+ years and should be a graduate or post graduate in any specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects

About The Role Customer Operations - Process Manager India- Pune |Full-time (FT)|Customer Operations |Job ID_ Shift Timings- Flexible 24x7 |Management Level- Manager Specialisation- International BPO, eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Chat/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 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 6+ years and should be a graduate or post graduate in any specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects

About The Role Customer Operations-Chat and Voice Process- Senior Process Manager India |Full-time (FT)|Customer Operations |Job ID_ Shift Timings- Flexible 24x7 |Management Level- Senior Manager Specialisation- 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 analyse information and evaluate results to choose best solutions and solve problems. Customer Operations Senior 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 9+ years and should be a graduate or post graduate in any specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects 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.

About The Role About The Role - Process Manager Customer Operations Prepares performance reports by collecting, analyzing, 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

1. Team & Process Management 2. Project Ownership & Client Coordination 3. Quality Control & Reporting 4. Process Design & Documentation 5. Cross-functional Collaboration

Skill required: Customer Operations - Non Voice - Service Desk Non-Voice Support Designation: Customer Service Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years What would you do? CSR is primarily responsible for providing customer service support according to the scope of work and service level requirements. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely fashion.Customer Operations - Voice - Help desk role - ticket resolution/Chat supportRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat. What are we looking for? Work on a shifting schedule and during holidays as needed Work in office facility and at home Excellent English Communication Skills demonstrated by having a local Berlitz rating of B1T, or B2 and higher (For offshore resources) Experience in customer care, sales, tech support and/or similar accounts, required Experience in broadband and/or TV troubleshooting, recommended but not required Roles and Responsibilities: Provide support for resolution of customer problems, issues, requests and queries. Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing. To perform assigned skill sets and its corresponding activities and tasks efficiently. To support & record a variety of customer service issues through telephone from customers. Validate, investigate and resolve these issues within established guidelines. This includes coordinating with the escalation path which may include but not limited to internal Accenture or Client. To provide first-level troubleshooting on customer home broadband, tv, and phone setup and connectivity issues To provide recommendations to customers on new product, packages, upsells, and cross-sells that match the customer's lifestyle needs and generate additional revenues as a result To provide customers with a positive call experience by exhibiting positive call conversation behaviors and etiquette, a sense of urgency, knowledge in the product and service, genuine concern for the customer, with timely and efficient resolution of issues. To promote and maintain a high level of professionalism, reliability, and work attitude through attendance, metric performance, and interaction with peers and management. To promote, proactively maintain & enhance positive relationships for Client/Customers/Accenture through excellent performance of accountabilities. Qualification Any Graduation

Skill required: Next Generation Customer Operations - Incident Management Designation: Business Advisory Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.a transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market.Monitor, detect and manage any incident or event that disrupts the expected standard operation of a system, service or product within an infrastructure, as well as executing the proper responses to such events. What are we looking for? Monitor, detect and manage any incident or event that disrupts the expected standard operation of a system, service or product within an infrastructure, as well as executing the proper responses to such events.Monitor, detect and manage any incident or event that disrupts the expected standard operation of a system, service or product within an infrastructure, as well as executing the proper responses to such events. Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation