Operations Manager - Customer Service Inbound

Hexaware Technologies; Navi Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Hexaware Technologies in Navi Mumbai is seeking a Manager Operations - Customer Service (Inbound) to oversee the end-to-end flow of a premium voice program, including Assistant Managers and Team Leaders. You will provide real-time insights to steer initiatives on volume reduction, FCR, NPS, TNPS, CE, and cost efficiency, while ensuring KRAs and KPIs are clearly defined for all direct reports.

The role requires 10 years in BPO, leadership, and a track record of delivering on timelines and premium

Qualifications

• 10 years of BPO experience including 2 years as Manager in a Voice Program.
• Experience handling premium customers preferred.
• Strong leadership and people management skills.

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.

Skills

People management

Leadership

Problem solving

Communication skills

Multi-channel experience

Staffing optimization

KRAs & KPIs definition

Education

Any graduate

Job description

We are hiring for Manager Operations _ Customer Service - Inbound

Location: Ghansoli, 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
• 10 years of overall experience in BPO domain including 2 years 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: 8 am to 8 pm (9.5 hours)

Week Off: Saturday & Sunday (5 days working)