{"id":1958597,"url":"https://alion.io/job/eclerx-associate-program-manager-6","title":"Associate Program Manager","company":{"id":7203,"name":"eClerx","domain":"eclerx.com","url":"https://alion.io/company/eclerx","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":88,"open_postings":94,"ghost_share":0,"stale_share":0.479,"repost_share":0,"time_to_fill_p50_days":37,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Management","role_family":"Management","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chandigarh, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11000,"max_usd":25000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1617},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-06T13:42:37Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-12T04:16:55Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":5},"description":"eClerx is looking to hire an experienced professional with over 12 years of experience. As part of the Voice process team, your role will specifically focus on troubleshooting related processes. The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing staff. He/she will determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.\nThe leader must demonstrate an ability to anticipate, understand, and act on evolving customer needs, both stated and unstated. Through this, he/she must create a customer-centric organisation and use innovative thinking frameworks to foster value-added relations. With the right balance of bold initiatives, continuous improvement and governance, the leader must adhere to the delivery standards set by the client and eClerx by leveraging the knowledge of market drivers and competition to effectively anticipate trends and opportunities. In addition, the leader must demonstrate a capacity to transform, align, and energize organisation resources, and take appropriate risks to lead the organization in a new direction. As a leader, the candidate must build engaged and high-impact direct, virtual and cross-functional teams, and take the lead towards raising the performance bar, build capability and bring out the best in their teams. By collaborating and forging partnerships both within and outside the functional area, the leader must work towards a shared vision and achieve positive business outcomes.\nHe/she must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems.\nCustomer Operations Associate Program ManagerResponsibilities\nMaintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades\n\nAccomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures\n\nPrepares performance reports by collecting, analysing, and summarizing data and trends\nMeets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.\nMaintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.\nAccomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.\nEnsure Critical Performance Metrics are met consistently\n\nLead client/vendor reviews/calibrations\n\nRevert to client/vendor queries on routine issues\n\nProvide innovative ideas to optimize internal metrics & ensure critical matrices are met timely\n\nManage multiple teams\n\nPerform audits and quality checks on Team Leads & Floor Supports\n\nProvide feedback to the Team Leads & Floor Supports periodically on their performance\n\nEnsure cross skilling and periodic process re-verification to ensure resource pool\n\nPerform Training Need Identification for teams\n\nPerform Bottom Quartile Management\n\nEnsure directives from senior leadership are percolated and acted upon\n\nHold periodic meetings, discuss task delegation and review issues\n\nConduct team huddles and meetings to discuss operational updates\n\nBuild team spirit through group sessions, activities, and projects\n\nFocus on retention of staff through career mapping & guiding team members\n\nAdvocate and follow organizational policies and procedures\n\nAdhere to the information security requirements\n\nEnsure all client deliverables met within timelines\n\nEnsure productivity/quality enhancement and process meet all metrics\n\nRemediation of any major incident\n\nManage client MBR/QBR deck, client calls and reviews\n\nMinimum Qualifications\nOverall experience of 10+ years and should be a graduate or post graduate in any specialisation\nPreferred Qualifications\n- Graduation in Computer Science, Computer Applications or related subjects\neClerx provides critical business operations services to over fifty global Fortune 500 clients, 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 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.\neClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing a blend of technology and domain knowledge that support our clients’ evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities - transforming everyday touchpoints into a superior customer experience.\neClerx 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, per applicable law.","description_format":"text","description_chars":6475,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Business Process Outsourcing (BPO)","AI Consulting & Integration","Analytics & BI Consulting"],"lifecycle":[{"event":"open","at":"2026-10-06T14:20:09Z"}],"visa":[],"liveness":{"score":95,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.945,"p_room":1,"age_days":5,"expected_fill_days":37,"reasons":["conf:2","wave","velocity","win:early","comp:junior"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/eclerx-associate-program-manager-6","json_url":"https://alion.io/job/eclerx-associate-program-manager-6.json","meta":{"generated_at":"2026-10-12T10:54:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16837,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7203},"rest":"https://alion.io/mcp/rest/get_company?id=7203"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feclerx-associate-program-manager-6"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feclerx-associate-program-manager-6"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feclerx-associate-program-manager-6"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/eclerx-associate-program-manager-6\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feclerx-associate-program-manager-6"}]}