Associate Process Manager

About the role

Associate Process Manager role at eClerx Services focuses on leading chat operations, troubleshooting processes, and driving continuous improvement. The position requires 4–9 years of experience in process management, strong analytical skills, and the ability to audit and optimize workflows. Responsibilities include preparing performance reports, managing multiple teams, conducting quality checks, and ensuring client deliverables meet timelines. The role also involves training needs identification, bottom‑quartile management, and fostering team engagement. Candidates should hold a graduate or postgraduate degree, preferably in Computer Science or related fields, and possess excellent communication and leadership abilities. The position is full‑time, on‑site in Pune, India, with flexible 24/7 shift timings.

What you’ll do

• Prepare performance reports and analyze trends.
• Ensure critical performance metrics are met consistently.
• Lead client/vendor reviews and calibrations.
• Respond to client/vendor queries on routine issues.
• Propose innovative ideas to optimize internal metrics.
• Manage multiple teams and conduct audits.
• Provide feedback to team leads and floor supports.
• Facilitate cross‑skilling and process re‑verification.
• Identify training needs and conduct bottom‑quartile management.
• Conduct team huddles, meetings, and retention activities.

What you’ll bring

• 4+ years experience
• Graduate or postgraduate degree

Nice to have

Computer Science/Applications degree

Skills

Education

Graduate