Manager - Operations (Online reputation Management)
- Hexaware Technologies
- 10 - 17 years
- Mumbai
- 7 months ago
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Job Description
Role & responsibilities
- Providing Necessary Technical Leadership at Account level
- Driving and Implementing Changes - Ensuring Process Improvements (Re-engineering)
- Setting Goals/ KRAs for The Process and for Resources
- Analyzing and Forecasting Business Trends Followed by Planning for The Same
- Defining and Understanding Client Requirements and Aligning Processes to Fulfil the Same
- Handling Client Calls - Daily/ Weekly or as Needed
- Collecting Data for Billing Purposes - Number of Transactions, Production Man Hours Etc.
- Reviewing and Analyzing Process Metrics for All Processes In The Account
- Creating and Presenting SMRs Every Month
- Creating and Sending Monthly Reports to Senior Management
- Signing Off Daily Dashboards
- Resource Estimation/ Planning On a Regular Basis
- Developing Retention Strategies
- Conducting Skip Level Meetings
- Ensuring QMS Compliance for All Processes Handled - Following of Quality Processes Thoroughly - Checklists, Standards Etc.
- Coordinating Billing Activities with Finance Department
- Creating And Updating The Process Plan
Preferred candidate profile
- Minimum 10 years of industry experience
- Hands-on experience with ORM (Online reputation Management)
- Minimum 2+years experience of leading a Complaints Management Desk / L3 in an International Contact Centre
- Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost
- 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
- Experience required with inbound/outbound contacts and back office preferred - experience integrating multiple channels into a service model.
Perks and benefits
GLIP, Mediclaim
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: Hexaware TechnologiesLocation(s): Mumbai
Keyskills: Online Reputation Management Complaint Management Bpo Operations Team Management Escalation Management Customer Escalation Social Media Customer Satisfaction Complaint Handling Query Resolution Customer Queries
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Hexaware Technologies
Hexaware BPS. is the wholly owned subsidiary of Hexaware Technologies Ltd. We are currently staffed at 4000+ people across Navi Mumbai (Mahape) Chennai, Nagpur US, Mexico and Russia. Hexaware BPS leverages on a strong technology legacy from its parent organization. With an amalgamation of passionate...
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