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- 경험
- 8+ yrs
- 샐러리
- INR 1,200,000 – INR 1,600,000 / year
- 채용 공고
- 1
- 게시됨
- 1주 전
- Work mode
- 사무실에서
- 교육
- Any graduate
- Eligibility
- Any graduate with the required BPO/service delivery experience and leadership background can apply.
- Resume
- Required to apply
Where you'll work
직무 설명
About the Role
Hexaware Technologies is looking to add an Operations Manager in Hyderabad to oversee service delivery, client coordination, and large-team management in a BPO/service-delivery environment.
What You’ll Do
- Drive smooth process execution while consistently meeting core service metrics such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and quality targets.
- Serve as the main interface for client and stakeholder communication, including handling escalations and leading weekly and monthly performance review meetings.
- Lead sizable teams, including Assistant Managers and Team Leaders, while supporting hiring, coaching, mentoring, and attrition reduction efforts.
- Build and interpret performance dashboards in Advanced Excel to monitor operational productivity, shrinkage, and revenue leakage.
- Work closely with Training, Quality, Human Resources, and Workforce Management teams to remove bottlenecks and improve staffing efficiency.
- Identify opportunities to automate work and streamline processes so operational costs can be lowered while the business scales.
- Maintain strict adherence to data security requirements, company policies, and applicable legal/regulatory obligations across floor operations.
Requirements
- A bachelor’s degree in Business, Management, or a related discipline.
- At least 8 years of relevant experience in BPO or a comparable service-delivery setting.
- Several years of experience in a leadership capacity managing teams and operations.
- Strong hands-on ability with Advanced Excel and reporting/dashboard preparation.
- Experience in handling client escalation management, performance reviews, and operational governance.
- Familiarity with shrinkage control, attrition management, and revenue leakage tracking.
Additional Information
Please share your resume at Bhawnas1@hexaware.com or contact 6260351725.
Regards, Bhawna