Job Title

BU: Customer Operations Internal Designation: Program Manager India- Mumbai | Full-time (FT) | Customer Operations Specialization – International BPO & Telecom Company Overview: eClerx is a leading process management and data analytics company providing critical business operations services to over fifty global Fortune 500 clients across various industries. Job Summary: We are seeking an experienced professional with over 12 years of experience to lead our chat process operations team. The ideal candidate will be responsible for planning and implementing strategies, improving systems and processes, and managing staff to ensure exceptional customer service and operational excellence. Key Responsibilities: Operational Strategy and Planning : Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses to determine operational strategies. Identify and evaluate state-of-the-art technologies and define user requirements and technical specifications. Establish production, productivity, quality, and customer-service standards. Customer-Centric Leadership : Anticipate, understand, and act on evolving customer needs to create a customer-centric organization. Foster value-added relationships using innovative thinking frameworks. Team Management and Development : Build engaged and high-impact direct, virtual, and cross-functional teams. Raise the performance bar, build capability, and bring out the best in team members. Collaborate and forge partnerships both within and outside the functional area to achieve a shared vision. Process Improvement and Quality Assurance : Maintain and improve operations by monitoring system performance, identifying and resolving problems, and managing quality assurance programs. Conduct audits and quality checks on team leads and floor supports. Financial Management : Meet financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions. Performance Metrics and Reporting : Ensure critical performance metrics are met consistently. Prepare performance reports by collecting, analyzing, and summarizing data and trends. Client and Vendor Management : Lead client/vendor reviews/calibrations and respond to client/vendor queries on routine issues. Manage client MBR/QBR decks, client calls, and reviews. Training and Development : Perform training need identification for teams and ensure cross-skilling and periodic process re-verification. Focus on retention of staff through career mapping and guiding team members. Compliance and Governance : Advocate and follow organizational policies and procedures. Adhere to information security requirements and ensure all client deliverables are met within timelines. Requirements: Experience : Over 15 years in a leadership role, preferably in a BPO or customer service environment with recent experience of 5 years in Telecom Education : Graduate or Postgraduate in any specialization. Graduation in Computer Science, Computer Applications, or related subjects is preferred. Skills : Strong leadership, communication, problem-solving, and analytical skills. Ability to analyze information, evaluate results, and choose the best solutions. Domain Knowledge : Understanding of the repair process in the Telecom and Cable industry is beneficial. What We Offer: Competitive salary package aligned with industry standards. Opportunity to work with a leading process management and data analytics company. Professional growth and development opportunities in a dynamic and fast-paced environment. 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..