Associate Program Manager - Backoffice Operations
Eclerx Services
Associate Program Manager - Backoffice Operations
Eclerx Services
Chandigarh
Not disclosed
Job Details
Job Description
Associate Program Manager - Backoffice Operations
Description
Job Description Form
Internal Mapping
Vertical
CO
Program
Process
Role
APGM
Level
Reporting Manager
PGM/ AP
Location
Team Size
Candidate Profile
Work Experience
Minimum
10
Maximum
15
Min. Relevant
08 Years
Other Comments
Skills / Experience Required
Must haves
* Good Communication Skills - Verbal & Written(
Comprehension)
* Experience in managing international voice based operations
* Good Customer Handling Skills
* Needs to have ability to adapt to perpetual changes as per
Business requirement.
* Flexible for 24X7 Shifts
Good to haves
* Good Knowledge of excel
* Experience in Troubleshooting related process
* Experience in managing international telecom voice operations
* Experience in cable or telecom industry
* Ability of analyzing information and evaluating results to choose the
best solution and solve problems
Key Competencies
Critical Competencies
* Ability to quickly and efficiently assimilate process knowledge
* Strong process orientation, good people management and leadership skills
* Detail & result oriented, self motivated with good analytical skills & ability to cope with pressure
* Excellent communication and interpersonal skills including English language skills
* Professional in conduct/behavior, appearance, and communication
Additional Competencies
* Team Handling
* Motivation
* Time Management
* People Management
* Client Management
Behavioral Attributes & Other Comments
* Ability to work in teams
* Flexible to work in rotational US Shifts
* Eye for detail
* Should not have any commitments - part time courses, tuitions
Roles & Responsibilities
Job Responsibilities
* Ensure Critical Performance Metrics are met consistently
* Prepare and circulate Client / Vendor Decks
* Lead Client / Vendor reviews / calibrations
* Revert to client/vendor queries on routine issues
* Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely
* Manage multiple teams
* Perform audits and quality checks on the Team Leads & Floor Supports
* Provide feedback to the Team Leads & Floor Supports periodically on their performance
* Ensure cross skilling and periodic process re-verification to ensure resource pool
* Perform Training Need Identification for teams
* Perform Bottom Quartile Management
* Ensure directives from Senior Leadership are percolated and acted upon
* Hold periodic meetings, discuss task delegation and review issues
* Conduct team huddles and meetings to discuss Operational updates
* Build team spirit through group sessions, activities, projects
* Focus on Retention of staff through Career mapping & guiding the team members
* Advocate and follow the organizational policies and procedures
* Candidate shall adhere to the information security requirements.
Role & Expected outcomes
* Ensure all client deliverables met with in timelines
* Ensure productivity/Quality enhancement and process met all metrics
* Remediation of any major incident
* Client MBR/QBR deck, Client Calls, reviews
Interview Process
Hiring Manager Name
Contact No.
E-mail Id
Preferred Slot (time zone)
Interviewer 1
Interviewer 2 (if applicable)
Job role
Work location
Chandigarh, Chandigarh, India
Department
Operations
Role / Category
Other Program / Project Management
Employment type
Full Time
Shift
Day Shift
Job requirements
Experience
Min. 8 years
About company
Name
Eclerx Services
Job posted by Eclerx Services
This job has expired