Associate Process Manager

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

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.