Associate Process Manager
About this role
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
Frequently Asked Questions
Is the salary disclosed for the Associate Process Manager position at eClerx?
The salary for this Associate Process Manager role at eClerx is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Associate Process Manager position at eClerx located?
This Associate Process Manager role at eClerx is based in Chandigarh, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Associate Process Manager position at eClerx?
Click the "Apply Now" button on this page. You will be redirected to eClerx's official application portal hosted on oraclecloud where you can submit your application directly.
When was the Associate Process Manager job at eClerx posted?
This Associate Process Manager position at eClerx was posted on Sep 3, 2026. Apply as soon as possible — early applications are often reviewed first.
Associate Process Manager
eClerx
You'll be redirected to eClerx's official application page on oraclecloud.