Senior Manager Operations (US Process) - Navi Mumbai
- Hexaware Technologies
- 13 - 17 years
- Mumbai
- 12 days ago
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Job Description
Role & responsibilities
- Manage and lead a team of 80 to 100 FTEs, providing guidance, coaching, and support to ensure efficient and effective service delivery for clients in the US/Australia region.
- Oversee the day-to-day operations of the contact center, ensuring adherence to established processes, policies, and Service Level Agreements (SLAs).
- Monitor and analyze key performance indicators (KPIs) related to customer satisfaction, productivity, and quality, and implement strategies to continuously improve operational efficiency and effectiveness.
- Collaborate with cross-functional teams, including client representatives, to address operational challenges, resolve escalations, and ensure seamless service delivery.
- Develop and implement training programs to enhance the skills and knowledge of team members, ensuring they are equipped to handle diverse customer inquiries and provide exceptional service.
- Foster a positive and inclusive work environment, promoting employee engagement, motivation, and professional development opportunities.
- Manage resource allocation, forecasting, and scheduling to ensure adequate staffing levels and optimal utilization of resources.
- Identify and implement process improvements to streamline operations, reduce costs, and enhance customer experience.
- Ensure compliance with relevant industry regulations, company policies, and quality standards.
Preferred candidate profile
- Bachelor's degree
- 10 to 12 years of proven experience in a leadership role within the contact center or customer service industry, preferably in the travel, hospitality, retail, or e-commerce sectors.
- Excellent communication, interpersonal, and leadership skills, with the ability to effectively manage and motivate teams.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Knowledge of industry-specific regulations and best practices in the travel, hospitality, retail, or e-commerce sectors.
- Proficiency in project management methodologies and tools.
Shifts - US (Night shift)
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: Hexaware TechnologiesLocation(s): Mumbai+ View Contact
Keyskills: International Operations Travel Operations Operations Operations Management
Fraud Alert to job seekers!
₹ 16-18 Lacs P.A
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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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