Senior Process Manager

Job Description: - SPM, Inbound Voice/Chat Contact Center

Location: Hinjewadi, Pune

Company: eClerx Services Limited

About Us: At eClerx, we pride ourselves on providing exceptional customer service. Our inbound Voice/Chat contact center is the heart of our customer interactions, and we are looking for a Senior Manager to lead our dedicated team. If you have a passion for customer satisfaction, team leadership, and operational excellence, we want you on our team.

Position Summary: The Senior Manager, Inbound Voice/Chat Contact Center, will oversee the daily operations of our inbound contact center. This role requires a dynamic leader who can manage and motivate a team of supervisors and agents, ensure customer satisfaction, and drive continuous improvement in service delivery. The ideal candidate will have a strong background in contact center management, excellent communication skills, and a strategic mindset.

IMP- Should have atleast 4-5 years of International BPO/Client Voice/Chat Experience

Key Responsibilities:

• Leadership & Team Management:

• Lead, mentor, and develop a team of supervisors and contact center agents to ensure high performance.
• Foster a positive and inclusive work environment that encourages teamwork and continuous improvement.

• Operational Management:

• Oversee the daily operations of the inbound contact center to ensure efficient and effective service delivery.
• Monitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets.
• Develop and implement policies and procedures to improve operational efficiency and customer satisfaction.

• Customer Experience:

• Ensure that the highest level of customer service is provided in every interaction.
• Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
• Analyze customer feedback and trends to identify areas for improvement.

• Strategic Planning & Execution:

• Develop and execute strategic plans to enhance contact center operations and achieve business objectives.
• Collaborate with senior leadership to align contact center goals with overall company strategy.
• Stay updated on industry trends and best practices to drive innovation and improvements.

• Performance Management:

• Conduct regular performance reviews and provide feedback to supervisors and agents.
• Identify training needs and coordinate with the training department to ensure staff development.
• Implement and manage incentive programs to motivate and reward high performance.

• Reporting & Analysis:

• Prepare and present regular reports on contact center performance, including call volume, response times, and customer satisfaction.
• Use data and analytics to identify trends, make informed decisions, and drive continuous improvement.

Qualifications:

• Bachelor's degree in any field.
• Minimum of 7 years of experience in contact center management
• Proven track record of leading and managing large teams in a high-volume contact center environment.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organization.
• Proficient in contact center software and technologies.
• Strong organizational skills and attention to detail.