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Associate Process Manager

eClerx

Pune, Maharashtra, IndiaPosted 8 days agoDirect from company

  • LocationPune, Maharashtra, India
  • Work typeNot stated
  • Posted26 October 2026
  • SourceeClerx's careers page (Oracle Recruiting)
  • Last checked5 h ago on eClerx's careers page
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About the role

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.

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