Assistant Manager – Customer Operations (Chat Process) | eClerx – Pune

 Company Introduction

eClerx is a global Knowledge Process Outsourcing (KPO) and Business Process Management company that provides data analytics, customer operations, and digital transformation services to Fortune 500 clients. With strong expertise in financial services, telecom, retail, and cable industries, eClerx is known for operational excellence, leadership development, and global career growth opportunities.

 Walk-in Drive Overview

• Role: Assistant Manager – Customer Operations (Chat)

• Experience: 4 – 9 Years

• Openings: 40

• Employment Type: Full-Time, Permanent

• Industry: BPM / BPO

• Department: Customer Success, Service & Operations

• Management Level: Team Leader / Assistant Manager

• Shift: Flexible 24×7

 Job Location

Pune – Hinjewadi Phase 2

 Interview Details

• Dates: 16th February – 20th February

• Time: 11:00 AM – 4:00 PM

Walk-in Venue:
eClerx Services Ltd.
Embassy Quadron,
Hinjewadi Phase 2,
Pune, Maharashtra

HR Contact: Khushi Kumbhare – 8788528432

 Role Overview

As an Assistant Manager – Customer Operations (Chat Process), you will lead international BPO chat support teams, manage operational performance, and drive customer experience excellence. The role focuses on troubleshooting processes, managing teams, and implementing operational improvements.

 Key Responsibilities

Operations & Performance Management

• Prepare performance & trend reports

• Ensure all critical performance metrics are met

• Manage productivity & quality benchmarks

• Handle incident remediation

Team Leadership

• Lead multiple teams & Team Leads

• Conduct audits & quality checks

• Provide performance feedback

• Manage bottom quartile performance

• Drive employee engagement & retention

Client & Stakeholder Management

• Lead client/vendor reviews & calibrations

• Handle routine client queries

• Manage MBR/QBR decks & client calls

• Ensure deliverables meet timelines

Training & Process Excellence

• Identify training needs

• Drive cross-skilling initiatives

• Implement best practices & process improvements

• Conduct team huddles & operational meetings

 Functional Expertise Required

• Strong knowledge of International BPO Chat processes

• Troubleshooting & escalation handling

• Telecom & Cable repair process understanding

• Data analysis & logical problem solving

• Process optimization expertise

 Eligibility Criteria

• Graduate / Postgraduate (Any specialization)

• 4+ years overall experience

• Experience in Customer Operations / International BPO

• Team handling experience mandatory

Preferred:

• Computer Science / IT / Computer Applications background

 Salary & Benefits

• Salary: Not Disclosed (As per company standards)

• Leadership role exposure

• Global client interaction

• Career growth opportunities

• Process excellence & analytics exposure

• Corporate work environment

 How to Apply

• Walk in directly with updated resume

• Carry ID proof & documents

• Contact HR for interview coordination