Assistant Manager Operations - Domestic @ Hexaware Technologies

Job Description

Hiring Assistant Manager Operations.

Location: Navi Mumbai - Ghansoli

Mandatory: Graduate from any stream

Process - Customer Service Inbound for Payment Gateway.

Desirable:

• Total 8-10 year of work experience.
• Minimum 2 years experience as Assistant Manager from Customer Support domain
• Prior experience in managing excellent customer centricity is desired
• Should manage TLs, SMEs and agents.
• Experience in sourcing/recruitment or related processes will be an added advantage

Experience

• 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 in back office/email setup 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:

• 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
• Resolve and/or escalate employee grievances in a timely manner

Interested candidates can share CV to ma*****d@he*****e.com

Warm Regards,

Matilda Dmello

Talent Acquisition Group || Lateral

Email: ma*****d@he*****e.com

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