Organization: eClerx
Location: Mumbai, Maharashtra, India
At eClerx, we serve some of the largest global companies for SAP basis jobs – 50 Fortune 500 clients. Our clients call upon us to solve their most complex problems and deliver transformative insights. Across roles and levels, you get the opportunity to build expertise, challenge the status quo, think bolder, and help our clients seize value
Table of Contents |
|
1. Job Details |
|
2. Eligibility |
|
3. Responsibilities |
|
4. Official Advertisement Link |
JobDetails |
|
|---|---|
|
Job Source |
online |
|
Organization |
eClerx |
|
Job Location |
Mumbai, Maharashtra, India |
|
Similar Jobs |
Eligibility
Preferred Qualifications
- Overall, the experience of 9+ years and should be a graduate or postgraduate in any specialization
- 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 world’s 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 India’s 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, and 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.
Responsibilities
- 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 the 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