Job Description

Location : MBP, Navi MumbaiProcess : TravelDesignation: Senior Manager Operations

About Organization

Hexaware is a global technology and business process services company. Our 31,000+ Hexawarians wake up every day with a singular purpose; to create smiles through great people and technology With 54 offices in 28 countries, we empower enterprises worldwide to realize digital transformation at scale and speed by partnering with them to build, transform, run, and optimize their technology and business processes.

Learn more about Hexaware at https://www.hexaware.com

RoleThe Operations Lead is responsible for managing the day-to-day operations of the contact center, ensuring efficient and effective service delivery to clients. This role oversees a team of 80 to 100 FTEs, providing leadership, coaching, and support to ensure high-quality performance and customer satisfaction. The Operations Lead plays a crucial role in driving operational excellence, implementing process improvements, and maintaining a positive work environment.

Reports into

(RM Designation)

General Manager / AVP

Job Responsibilities

( Must have)

• 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.

Job Responsibilities

(Desired)

• Contribute to the development and implementation of strategic initiatives to drive business growth and profitability.

• Identify and pursue opportunities for process automation and technology implementation to enhance operational efficiency.

Criteria

(Must have)

• 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.

Criteria

(Desired)

• 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 timings:US shift (Night shift) Week Off :Sunday + one day rotational week-off