Senior Process Manager

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    "ExternalDescriptionStr": "<p>At eClerx, we pride ourselves on providing exceptional customer service. Our inbound voice contact center is the heart of our customer interactions, and we are looking for a Senior Manager to lead our dedicated team. If you have a passion for customer satisfaction, team leadership, and operational excellence, we want you on our team.</p><p><strong>Position Summary:</strong> The Senior Manager, Inbound Voice Contact Center, will oversee the daily operations of our inbound contact center. This role requires a dynamic leader who can manage and motivate a team of supervisors and agents, ensure customer satisfaction, and drive continuous improvement in service delivery. The ideal candidate will have a strong background in contact center management, excellent communication skills, and a strategic mindset.</p><p><strong>Key Responsibilities:</strong></p><ol><li><strong>Leadership &amp; Team Management:</strong><ul style=\"list-style-type: circle;\"><li>Lead, mentor, and develop a team of supervisors and contact center agents to ensure high performance.</li><li>Foster a positive and inclusive work environment that encourages teamwork and continuous improvement.</li></ul></li><li><strong>Operational Management:</strong><ul style=\"list-style-type: circle;\"><li>Oversee the daily operations of the inbound contact center to ensure efficient and effective service delivery.</li><li>Monitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets.</li><li>Develop and implement policies and procedures to improve operational efficiency and customer satisfaction.</li></ul></li><li><strong>Customer Experience:</strong><ul style=\"list-style-type: circle;\"><li>Ensure that the highest level of customer service is provided in every interaction.</li><li>Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.</li><li>Analyze customer feedback and trends to identify areas for improvement.</li></ul></li><li><strong>Strategic Planning &amp; Execution:</strong><ul style=\"list-style-type: circle;\"><li>Develop and execute strategic plans to enhance contact center operations and achieve business objectives.</li><li>Collaborate with senior leadership to align contact center goals with overall company strategy.</li><li>Stay updated on industry trends and best practices to drive innovation and improvements.</li></ul></li><li><strong>Performance Management:</strong><ul style=\"list-style-type: circle;\"><li>Conduct regular performance reviews and provide feedback to supervisors and agents.</li><li>Identify training needs and coordinate with the training department to ensure staff development.</li><li>Implement and manage incentive programs to motivate and reward high performance.</li></ul></li><li><strong>Reporting &amp; Analysis:</strong><ul style=\"list-style-type: circle;\"><li>Prepare and present regular reports on contact center performance, including call volume, response times, and customer satisfaction.</li><li>Use data and analytics to identify trends, make informed decisions, and drive continuous improvement.</li></ul></li></ol><p><strong>Qualifications:</strong></p><ul style=\"list-style-type: disc;\"><li>Bachelor's degree in any field.</li><li>Minimum of 11 years of experience in contact center management</li><li>Proven track record of leading and managing large teams in a high-volume contact center environment.</li><li>Strong analytical and problem-solving skills, with the ability to make data-driven decisions.</li><li>Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organization.</li><li>Proficient in contact center software and technologies.</li><li>Strong organizational skills and attention to detail.</li></ul><p>&nbsp;</p>",
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