Process Manager

Key Responsibilities

• Lead and mentor a team of L1 Operations Specialists. 
• Monitor daily queue health and workload distribution.  
• Conduct shift briefings and operational handovers. 
• Provide real-time coaching and floor support. 
• Monitor adherence to schedules and productivity targets. 
• Support onboarding and training of new team members. 
• Handle complex contractor validation scenarios. 
• Review and approve exception requests. 
• Coordinate with field operations, engineering, and customer teams. 
• Ensure critical work authorizations are completed within SLA. 
• Perform operational risk assessments when required. 
• Review audit findings and implement corrective actions. 
• Identify and support AI-enabled and automation-led transformation initiatives. 
• Serve as the primary escalation point for L1 analysts. 
• Provide operational insights and trend analysis. 

Required Qualifications

• Bachelor's degree preferred. 
• 5–7 years of experience in telecom operations, network provisioning, service orchestration, or NOC. 
• Minimum 2 years of team leadership experience. 
• Readiness to work in 24x7 environment 

Preferred Skills

• Strong understanding of telecom service activation and provisioning. 
• Knowledge of network operations and governance processes. 
• Experience with workflow and ticketing systems. 
• Working knowledge of ITIL Incident and Change Management. 
• Strong analytical and decision-making skills. 
• Excellent stakeholder communication. 

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.