General Manager Operations

Hexaware Technologies; Chennai District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Hexaware Technologies seeks a General Manager-Operations to lead day-to-day inbound international call center operations from Chennai. The role oversees a large team across voice and non-voice channels, driving operational excellence, customer satisfaction, and cross-functional alignment with business objectives.

The ideal candidate has 15+ years in CS operations, with at least 1 year in a General Manager role, and experience supporting international customers, particularly in the Australian

Qualifications

• 15+ years of relevant experience in managing customer service operations.
• 1+ year as a General Manager in a similar setting.
• Experience in international customer service operations.
• Preference for experience in the Australian market.

Responsibilities

• Oversee day-to-day inbound international call center operations with a team of 350–400 FTEs.
• Monitor KPIs and drive data-driven improvements in service delivery.
• Develop and implement policies to streamline processes and enhance customer satisfaction.
• Collaborate with cross-functional teams to align CS strategies with business goals.
• Recruit, train, and develop CS representatives to ensure high performance.
• Manage capacity planning and workforce optimization for operational efficiency.
• Represent the organization at client engagements and nurture relationships.
• Stay abreast of industry trends and emerging technologies in CS.
• Lead international teams across regions and cultures and implement innovations.

Skills

Leadership

People management

Cross-cultural communication

English proficiency

Job description

The General Manager-Operations is responsible for overseeing and managing the day-to-day inbound international call center operations. Lead a larger team about 400 FTEs, ensuring efficient and effective service delivery to customers through both voice and non-voice channels with strong leadership, operational excellence and a deep understanding of customer service best practices.

Responsibilities -

• Manage a diverse team of 350 to 400 FTEs, fostering a collaborative and inclusive work environment that promotes professional growth and development.
• Monitor and analyze key performance indicators (KPIs) related to customer service, identifying areas for improvement and implementing data-driven solutions.
• Develop and implement operational strategies, policies, and procedures to streamline processes, enhance efficiency, and improve overall customer satisfaction.
• Collaborate with cross-functional teams to ensure alignment and seamless integration of customer service strategies with overall business objectives.
• Oversee the recruitment, training, and development of customer service representatives, ensuring they have the necessary skills and knowledge to deliver exceptional service.
• Manage resource allocation, workforce planning, and capacity management to ensure optimal staffing levels and operational efficiency.
• Represent the organization at client engagements, building strong relationships and ensuring customer satisfaction and retention.
• Stay up-to-date with industry trends, best practices, and emerging technologies to continuously enhance customer service operations.
• Experience in leading and managing international customer service teams across multiple regions and cultures.
• Proven ability to drive process improvements and implement innovative solutions to enhance operational efficiency and customer satisfaction.

Criteria -

• Overall 15+ years of relevant experience in managing customer service operations, including 1+ year as a General Manager, with a strong global perspective. Demonstrates a deep understanding of cultural nuances and regional regulations.
• Proven ability to manage international customer service operations, in the Australian market (preferred) and handle complex customer inquiries.
• Excellent leadership and people management skills with the ability to motivate and inspire teams.
• Proficiency in English, Tamil/Malayalam as primary languages, with working knowledge of Telugu and Kannada, enabling effective communication and strong connection with diverse teams

Work timings - Australian Shifts (5 working days, Rotational Week-off)