Operations Manager - Customer Service Inbound

Hexaware Technologies; Navi Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Hexaware Technologies in Navi Mumbai seeks an Operations Manager for Customer Service (Inbound) to oversee the end-to-end flow of the contact center. You will manage Assistant Managers, Team Leaders, and support staff, ensuring timely delivery and optimal customer experience.

You will provide real-time business insights and drive actions to improve metrics such as volume reduction, FCR, TNPS, NPS, CE and cost efficiency. Leadership and problem-solving are essential.

Qualifications

• Bachelor’s degree or global equivalent.
• Experience in BPO with people management.
• Strong analytical and problem-solving abilities.

Responsibilities

• Oversee end-to-end operations for inbound customer service on a 24x7 shift.
• Utilize contact center metrics to optimize staffing, processes, and costs.
• Lead multi-channel contact center initiatives, including inbound/outbound handling.
• Provide real-time insights and drive recommendations to meet KPIs (Volume, FCR, TNPS, NPS, CE).
• Define KRAs and KPIs for team members and ensure accountability.
• Identify talent gaps and arrange training to bridge them.

Skills

People management

Leadership

Problem solving

Communication

Scheduling & staffing

Education

Graduation (any stream)

Job description

We are hiring for Manager Operations _ Customer Service - Inbound

Location: Navi Mumbai

Role Summary

Operations Managers look after the entire flow of the business including Assistant Managers, Team Leaders and support personnel required for the effective running of the business deals with premium queues. The Operations Manager will also be responsible for providing collective business insights back into the support teams (on a real time and trends perspective) to ensure that recommendations are prioritized to drive operational targets such as Volume Reduction, FCR, TNPS, NPS, CE and Cost Efficiency.

Key Responsibilities

• Should have managed multiple processes and ensured delivery within timelines.
• Demonstrated ability to understand and use contact center metrics to maximize staffing, process efficiencies, and goal achievement while managing contact center cost.
• Experience in a multi-channel contact center required with inbound/outbound contacts 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;
• Identify gaps in the service line talent pool and take appropriate action (select or train people) to fill the bridge gap.
• Average handle time will also be an Ops Manager objective to ensure that the contact center resourcing is managed efficiently without compromising the customer experience.
• Ensure that direct Reportees systematically define and communicate KRAs and KPIs to subsequent team members, thus affirming all team members have well defined KRAs and KPIs.

Criteria

• Graduates from any stream or Global Equivalent degree
• 10 years of overall experience in BPO with AM for 2 years/DM with 1 year/6 months to 1 year of experience as Manager in a Voice Program from any contact centers, preferred with an experience in handling premium customers.
• Leadership / People Management skills
• Strong problem-solving skills

Shift: 24x7 rotational

Week Off: 5 days working (2 Rotational Off)