eClerx

Data analytics and BPM outsourcing services

Associate Process Manager

Customer SupportConfirmed live in the last 24 hours

Full-timePune, Maharashtra, IndiaNo salary listedIn-person

About the Job

Requirements

A bachelor's degree in any discipline is required.
Experience managing support operations for international markets is required.
Experience must include queue management, service-level agreement management, and escalation management.
Expertise in chat, email, and social media support operations is required.
Experience managing key performance indicators, service-level agreements, customer satisfaction, and quality metrics is required.
Ability to adapt to evolving business needs and implement frequent process changes is required.

Responsibilities

Lead and manage a team of 15–20 customer support associates, driving performance, engagement, and retention.
Monitor key operational metrics, including customer satisfaction, service-level agreement performance, quality, productivity, attendance, and adherence.
Conduct regular coaching, performance reviews, and action planning to improve individual and team performance.
Handle customer escalations, conflicts, and performance improvement plans, ensuring timely resolution and service recovery.
Analyze operational data, prepare performance reports, and conduct root cause analysis and process improvement initiatives.
Partner with Quality, Training, and Workforce Management teams to improve customer experience, resolution rates, and overall business performance.

Desired Qualifications

Prior support experience with an over-the-top or streaming platform is an added advantage.

JOB DESCRIPTION

Lead and manage a team of 15–20 customer support associates, driving performance, engagement, and retention.
Monitor key operational KPIs including CSAT, SLA, Quality, Productivity, Attendance, and Adherence.
Conduct regular coaching, performance reviews, and action planning to improve individual and team performance.
Handle customer escalations, conflicts, and PIPs, ensuring timely resolution and service recovery.
Analyze operational data, prepare performance reports, and conduct RCA and process improvement initiatives.
Partner with Quality, Training, and WFM teams to improve customer experience, resolution rates, & overall business performance.

QUALIFICATION & EXPERIENCE

Bachelor's degree in any discipline.
Experience managing support operations for international markets
Experience should include queue management, SLA management, escalation management
Prior OTT/streaming platform support experience is an added advantage
Chat, Email, and Social Media support operations expertise
Quick to adapt to evolving business needs and effectively implement the frequent process changes
Experience managing KPIs, SLAs, CSAT, and Quality metrics

About the Company

eClerx

Data analytics and BPM outsourcing services

eClerx Services Ltd. provides business process management and data analytics services to clients worldwide, focusing on financial services, telecom, retail, and technology. It helps clients by managing and optimizing data-intensive processes, acting as an extension of their operations through data management, automation, analytics, and consulting. Its offerings cover trade lifecycle management, risk and compliance in financial markets, digital services like content creation and e-commerce analytics, and customer operations optimization. Its differentiator is combining deep domain knowledge with data-driven insights and it pursues growth through strategic acquisitions, such as Personiv, to expand back-office and customer support capabilities, with the goal of helping clients run efficient, data-driven processes while focusing on core business.

Company size: 10,001+
Company stage: IPO
Headquarters: Mumbai, India
Founded: 2000

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