Senior General Manager - Operations (Domestic Voice process)
- Hexaware Technologies
- 17 - 22 years
- Mumbai
- 26 days ago
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Job Description
The Operations Head is responsible for leading and managing the end-to-end operations delivery, client management, SLA management, and overseeing a team of 500 FTEs for the inbound voice/non-voice domestic process. The role involves ensuring high customer satisfaction, managing repeats, and maintaining a positive Net Promoter Score (NPS).
Role & responsibilities
- Oversee and manage the end-to-end 24/7 operations delivery for the inbound voice/non-voice domestic process, ensuring seamless and efficient operations.
- Effectively manage and lead a team of 500 FTEs, fostering a positive work environment, providing guidance, and driving performance excellence.
- Maintain strong client relationships, acting as the primary point of contact for client management, addressing concerns, and ensuring client satisfaction.
- Monitor and ensure adherence to Service Level Agreements (SLAs), implementing strategies to meet or exceed agreed-upon performance metrics.
- Analyze and optimize customer satisfaction (CSAT) scores, identifying areas for improvement and implementing corrective measures to enhance the overall customer experience.
- Closely monitor and manage repeat interactions, identifying root causes, and implementing preventive measures to reduce repeat rates.
- Drive initiatives to improve the Net Promoter Score (NPS), fostering customer loyalty and advocacy for the brand.
- Develop and implement effective strategies for people management, including talent acquisition, training, performance management, and employee engagement initiatives.
- Collaborate with cross-functional teams to identify and implement process improvements and operational efficiencies.
- Stay updated with industry trends, best practices, and emerging technologies to drive continuous improvement and innovation within the operations.
Preferred candidate profile
- Minimum 15 years of experience in BPO operations (domestic), preferably in a leadership role
- Any Graduate degree or equivalent qualification
- Proven track record of successfully managing large teams and delivering operational excellence, understanding of P&L management
- Strong client management, stakeholder management, and communication skills
- Experience in managing inbound customer service operations
- Proficiency in data analysis and leveraging operational metrics for decision-making
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Head - OperationsEmployement Type: Full timeContact Details:
Company: Hexaware TechnologiesLocation(s): Mumbai
Keyskills: Customer Service Domestic BPO Voice Process Inbound Process Bpo Voice Domestic Process
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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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