Operations Manger (Voice / Chat Process)

We are hiring at eClerx for Operations Manager ( International Voice / Chat process )

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• Offered Designation: Senior Process Manager
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• Candidate's Current Designation should be : Operations Manager (International Voice / Chat process )
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• Preferred Industry: Telecom
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• Location: Pune (Work from Office )
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• Shift: Rotational Night Shifts
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Must have experience

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• 12+ years of experience into International BPO, Voice or Chat process, Retention, Sales, upselling, CSAT, FCR, AHT .
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• Candidate must be a Graduate.
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• Perform audits and quality checks on Team Leads & Floor Supports
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• Provide feedback to theTeam Leads & Floor Supports periodically on their performance
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• Ensure cross skilling and periodic process re-verification to ensure resource pool
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• Perform Training Need Identification for teams
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• Perform Bottom QuartileManagement
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Pleas...