Hiring Operations Manager (NON Voice)_Chennai
- Hexaware
- 8 - 13 years
- Chennai
- 3 years ago
- Email to a friend
- Report this job
Job Description
Job description
Education Mandatory: Graduates from any stream
Desirable:
Minimum 8-10 year of work experience in an Domestic Premium segment Voice Program from premium contact centres.
Minimum 5 year of work experience in an Domestic Premium segment Non Voice Program, With minimum of 1+ year as an operations manager
Prior experience in managing Net Promoter Score is desired
Experience
Minimum of 1+ year as an operations manager
Needs to be high on responsibility and ownership
Should have managed multiple processes and ensured delivery within timelines
Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost
Extensive experience with telephony and workforce management software programs
Experience required with inbound/outbound contacts and back office preferred - experience integrating multiple channels into a service model
Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit;
Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities
A commitment to being attentive, persistent, and flexible. Also protective of the integrity and purpose of our organization
Technical Competencies:
Foster entrepreneurial culture - Drive Gross Margins as per company objective, improve profitability and control costs
Ensure ownership for workplace (resolution of all admin, tech issues, etc.)
Enable people to excel through grooming and regular feedback
Derive valuable insights for improvement through innovation
Set up and sustain a robust quality and training framework within teams
Increase people engagement , ensure communication and feedback
Value Added Services /process improvement leading to business benefits
Ensure robust risk and compliance practices maintained
Participate in selection process to ensure the right talent is selected in a timely manner
Ensure transparency and adequate communication across all levels
Maintain a no surprise /nonpolitical atmosphere and take active steps to stop anyone indulging in gossip
Create an environment that encourages people to deliver and excel through performance management systems
Manage and exceed client expectations
Handle all SOW and contract related discussions
Service delivery of the processes in the specific timelines
Resolve and/or escalate employee grievances in a timely manner
Soft Skills:
Should express excellent leadership qualities and spearhead the team.
Excellent English verbal communication skills enabling client expectation management
Mandatory:
Adherence to company policies, rules and regulations
To follow quality processes thoroughly using checklist standards.
Responsible for complying with all QMS and ISMS Policies and procedure
Total Experience:
Exp in domestic Process:
Experience in Non Voice:
Span Handled:
Reportees:
Current CTC:
Expected CTC:
Notice Period:
Email Id: Pr****5@he*****e.com
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Operations
Role: Operations
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Any Postgraduate in Any Specialization
Doctorate: Any Doctorate in Any Specialization
Contact Details:
Company: HEXAWARE TECHNOLOGIES LIMITEDAddress: Loma IT Park Developers Pvt. Ltd,Ground Floor of I, ncubation Center,Plot No. G4/1,TTC Industrial Area, , Thane Belapur Road,Ghansoli, Navi Mumbai, NAVI MUMBAI, Maharashtra, India
Location(s): Chennai
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Keyskills: chat Non voice Manager Operations Operation Manager email
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₹ 7,00,000 - 10,00,000 P.A
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