{"id":1115985,"url":"https://alion.io/job/eclerx-process-manager-6","title":"PROCESS 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":"B","score":71,"open_postings":125,"ghost_share":0.568,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-10-08T05:49:30Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Muntinlupa, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":18000,"max_usd":40000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5668},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-04-22T10:55:14Z","employer_posted_date":"2026-04-22","last_verified_at":"2026-10-09T01:05:27Z","board_verified":true,"closed_at":null,"days_open":169,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":168},"description":"Position Summary: The Process Manager, Inbound Voice Contact Center, will oversee the daily operations of our inbound contact center. This role requires a dynamic leader who can manage and motivate a team of supervisors and agents, ensure customer satisfaction, and drive continuous improvement in service delivery. The ideal candidate will have a strong background in contact center management, excellent communication skills, and a strategic mindset.\nKey Responsibilities:\nLeadership & Team Management:Lead, mentor, and develop a team of supervisors and contact center agents to ensure high performance.\nFoster a positive and inclusive work environment that encourages teamwork and continuous improvement.\n\n Operational Management:Oversee the daily operations of the inbound contact center to ensure efficient and effective service delivery.\nMonitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets.\nDevelop and implement policies and procedures to improve operational efficiency and customer satisfaction.\n\nCustomer Experience:Ensure that the highest level of customer service is provided in every interaction.\nHandle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.\nAnalyze customer feedback and trends to identify areas for improvement.\n\nStrategic Planning & Execution:Develop and execute strategic plans to enhance contact center operations and achieve business objectives.\nCollaborate with senior leadership to align contact center goals with overall company strategy.\nStay updated on industry trends and best practices to drive innovation and improvements.\n\nPerformance Management:Conduct regular performance reviews and provide feedback to supervisors and agents.\nIdentify training needs and coordinate with the training department to ensure staff development.\nImplement and manage incentive programs to motivate and reward high performance.\n\nReporting & Analysis:Prepare and present regular reports on contact center performance, including call volume, response times, and customer satisfaction.\nUse data and analytics to identify trends, make informed decisions, and drive continuous improvement.\n\nQualifications:\nBachelor's degree in any field.\nMinimum of 7 years of experience in contact center 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