Job Title

Customer Operations – Voice Process - Program ManagerIndia | Full-time (FT) | Management Level – LeadershipSpecialisation – International BPO, VoiceAn experienced professional with over 15 years of experience. As part of the Voice process team, your role will specifically focus on troubleshooting related processes. To 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.To 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 bold initiatives, continuous improvement and governance, the leader must adhere to the delivery standards set by the client and eClerx by leveraging the knowledge of market drivers and competition to effectively anticipate trends and opportunities. In addition, must demonstrate a capacity to transform, align, and energize organisation resources, and take appropriate risks to lead the organization in a new direction.To build engaged and high-impact direct, virtual and cross-functional teams, and take the lead towards raising the performance bar, build capability and bring out the best in their teams. By collaborating and forging partnerships both within and outside the functional area, the leader must work towards a shared vision and achieve positive business outcomes.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- Program Manager ResponsibilitiesMaintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgradesAccomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and proceduresPrepares performance reports by collecting, analysing, and summarizing data and trendsMeets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.Ensure Critical Performance Metrics are met consistentlyLead client/vendor reviews/calibrationsRevert to client/vendor queries on routine issuesProvide innovative ideas to optimize internal metrics & ensure critical matrices are met timelyManage multiple teamsPerform audits and quality checks on Team Leads & Floor SupportsProvide feedback to the Team Leads & Floor Supports periodically on their performanceEnsure cross skilling and periodic process re-verification to ensure resource poolPerform Training Need Identification for teamsPerform Bottom Quartile ManagementEnsure directives from senior leadership are percolated and acted uponHold periodic meetings, discuss task delegation and review issuesConduct team huddles and meetings to discuss operational updatesBuild team spirit through group sessions, activities, and projectsFocus on retention of staff through career mapping & guiding team membersAdvocate and follow organizational policies and proceduresAdhere to the information security requirementsEnsure all client deliverables met within timelinesEnsure productivity/quality enhancement and process meet all metricsRemediation of any major incidentManage client MBR/QBR deck, client calls and reviewsMinimum QualificationsOverall experience of 15+ years and should be a graduate or post graduate in any specialisationPreferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects