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Location: Remote, US

Hire Type: Full Time

Vertical: Customer Operations

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The Customer Operations division of eClerx engages in Technology, Analytics, Customer Experience Solutions, Consulting Services, Technical Operations and Digital Care. eClerx provides various process consulting and outsourcing projects to support some the world’s largest companies with a heavy concentration in the Cable/MSO & Telecommunications industries.

Position Description

• Client Engagement Leader who will be the senior point of contact for multiple aspects of client’s relationship with eClerx.
• Knowledge of Customer Care, Call Centers, Quality Monitoring, Analytics & Technology, Digital Care (chat, text, eMail, social) contact channels is desired.
• Primary focus will be across Customer Experience in Omnichannel/Digital Care and Quality support, while identifying opportunities for managed service solutions.
• He/She will be responsible for partnering with client executive leadership in achieving their short and long-term goals across the customer experience through driving performance and consultatively positioning solutions that best leverage eClerx’s products and services.
• The ideal candidate should be ambitious, self-motivated, detail oriented, organized, and friendly with high energy, a willingness to learn and be creative.
• This position may be responsible for director-level incumbents who are aligned under the Program Management/Client Services umbrella

Key Responsibilities

• Create in conjunction with executives, a long-term strategic delivery, development and growth plan
• Think and act as a critical advisor to client, demonstrating industry and domain expertise and thought leadership.
• Build collaborative, client-focused relationships internally and externally at all levels in client organization and eClerx.
• Closely partner with eClerx Onshore and Offshore teams across Operations and Technology to meet client workforce and operational targets, including but not limited to Net Promoter Score, Sales, Initial contact resolution, Quality and Analytics
• Own and resolve client issues, escalations and rapid response to requests including action plans and progress reports by leading/partnering with client engagement and operational counterparts.

Eligibility Requirements

• 5-10 years of Operations or Progressive Management experience preferred
• Mastery of communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external management and executives
• Exceptional interpersonal and relationship-building skills - the ability to earn client’s and delivery team’s confidence and trust
• Ability to think strategically, navigate ambiguity, and problem solve with limited guidance, and work cross-functionally prioritizing client’s and eClerx’s success
• Experience leading and managing growing Customer Experience teams in a dynamic environment through accountability, data, and results
• Appetite to deeply understand the organization's business operations and industry. Knowledgeable of emerging trends and industry practices
• Strong domain knowledge in Cable/MSO or Telecommunications preferred
• Proficiency in Microsoft Office
• Knowledge of Salesforce.com, Tableau, Power BI a plus
• #LI-REMOTE

Salary Range: $75,000-$200,000

Thank you for applying to a job at eClerx US. Please note that if hired, eClerx LLC will require you provide your Covid-19 vaccination status on your first day of employment. Vaccination information allows the company to plan health and safety protocols and adhere to our clients’ requirements for team members assigned to work at or visit client locations. Employees that are not vaccinated will be given the opportunity to request a medical or religious exemption with Human Resources. Exemptions will be reviewed based on each individual situation. Approval of exemptions are not guaranteed.

We will NOT ask you for your Covid-19 vaccination status or document during the hiring process and eClerx will follow and abide with state laws concerning Covid-19 vaccines, as applicable.

About eClerx

eClerx provides business process management, analytics, and automation services to a number of Fortune 2000 enterprises, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 14,000+ people across its global sites in the US, UK, Italy, Germany, and Singapore, along with its delivery centers in India and Thailand. For more information, visit https://jobbio.com/eclerx.

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, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here.

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