Assistant Operations Manager- Domestic Process
- Hexaware Technologies
- 3 - 7 years
- Multi-City, India
- 2 months ago
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- Thane,Maharashtra, Navi Mumbai,Maharashtra, Dombivli,Maharashtra
Job Description
Position: Assistant Manager Operations (BPO Mandatory-Inbound Customer Services)
Location: Navi Mumbai
Salary: 6.5Lpa to 7.5Lpa (Depending upon the round of interview)
Experiences: Overall 7+ years of experiences and as Assistant Manager operation in bpo/kpo at least 2 + years of experiences on paper.
Qualification: Graduation
Experience - Minimum 24-36 months experience in Sr.TL / DM / AM role from Customer Service / Sales Domain.
Job Description - Manage and drive performance of multiple teams operation on the floor - Ensuring availability of staff is maintained as per the WFM guidelines across all allocated processes - Drive the key client metrics and SLAs within the teams and ensure these are met on a daily basis - Manage attrition and shrinkages across assigned teams - Key focus on providing superior customer experience by ensuring all customer and client escalations are addressed as per defined TAT and outlined processes - Develop and implement Early Warning System for all key process metrics and implement solutions for mitigation of all risks identified - Highlight key areas of concern to the leadership team for support with in desired time frames - Manage the staffing level requirement for the process through recruitment and cross skilling of resources as and when the opportunity arises - Attending all operational and quality meetings as per client schedule - Active participation in weekly, fortnightly and monthly performance reviews - Ensure compliance and adherence to organizational processes and create awareness around all compliance guidelines from GRC and QMS across the floor - Mentor and assist new hires to develop the skillsets required for career progression - Report deviations immediately to the leadership and respective departments and act accordingly - Proactively inform manager on challenges faced - Maintain knowledge repository for the process and ensure the process document is updated as and when the changes in process steps are confirmed
Operational Skill Requirement - Should be able to demonstrate command on domain and provide timely resolution to issues - Demonstrated ability to drive client and customer experience through Operations, Quality and Compliance framework - Sound understanding of the key metrics involved in the customer service domain and exhibit analytic skills to generate data around the key business drivers for decision making - Ability to Handle Escalations with knowledge on sales and retention. - Generate MIS and provide analysis and insight to business
Interested candidate can apply on ra*****2@he*****e.com
Job Classification
Industry: BPO / Call CentreFunctional Area: BPO / Call Centre
Role Category: Operations
Role: Operations - Other
Employement Type: Full time
Contact Details:
Company: Hexaware TechnologiesLocation(s): Multi-City, India
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Hexaware Technologies
Hexaware BPS is a unit of Hexaware Technologies Ltd. We are currently staffed at 2000+ people across Navi Mumbai (Mahape) Chennai, Nagpur and US. Ranked 15th in the NASSCOM Top 20 IT Software & Services Exporters from India, we also rank among the Top 20 Best IT employers in India by DQ-IDC fo...
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