Senior Process Manager

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.

Position Summary: 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.

Key Responsibilities:

1. Leadership & Team Management:
* Lead, mentor, and develop a team of supervisors and contact center agents
to ensure high performance.
* Foster a positive and inclusive work environment that encourages teamwork
and continuous improvement.
2. Operational Management:
* Oversee the daily operations of the inbound contact center to ensure
efficient and effective service delivery.
* Monitor key performance indicators (KPIs) and implement strategies to
achieve or exceed targets.
* Develop and implement policies and procedures to improve operational
efficiency and customer satisfaction.
3. Customer Experience:
* Ensure that the highest level of customer service is provided in every
interaction.
* Handle escalated customer issues and complaints, ensuring prompt and
satisfactory resolution.
* Analyze customer feedback and trends to identify areas for improvement.
4. Strategic Planning & Execution:
* Develop and execute strategic plans to enhance contact center operations
and achieve business objectives.
* Collaborate with senior leadership to align contact center goals with
overall company strategy.
* Stay updated on industry trends and best practices to drive innovation and
improvements.
5. Performance Management:
* Conduct regular performance reviews and provide feedback to supervisors
and agents.
* Identify training needs and coordinate with the training department to
ensure staff development.
* Implement and manage incentive programs to motivate and reward high
performance.
6. Reporting & Analysis:
* Prepare and present regular reports on contact center performance,
including call volume, response times, and customer satisfaction.
* Use data and analytics to identify trends, make informed decisions, and
drive continuous improvement.

Qualifications:

* Bachelor's degree in any field.
* Minimum of 11 years of experience in contact center management
* Proven track record of leading and managing large teams in a high-volume
contact center environment.
* Strong analytical and problem-solving skills, with the ability to make
data-driven decisions.
* Excellent communication and interpersonal skills, with the ability to
interact effectively with all levels of the organization.
* Proficient in contact center software and technologies.
* Strong organizational skills and attention to detail.