Senior Operations Manager
2 days ago
About Hexaware Technologies
We are a leading global provider of IT services and consulting, seeking an experienced Senior Operations Manager to join our team in Navi Mumbai.
Estimated Salary: ₹1,200,000 - ₹1,800,000 per annum
About the Role
We are looking for a seasoned Senior Operations Manager to lead our contact center operations in Navi Mumbai. As a key member of our team, you will be responsible for managing multiple processes, ensuring delivery within timelines, and driving process efficiencies.
Responsibilities
- Manage and optimize contact center operations to ensure seamless customer experience.
- Develop and implement strategies to improve productivity, quality, and employee engagement.
- Analyze metrics and provide actionable insights to drive business growth.
- Liaise with cross-functional teams to ensure effective communication and collaboration.
- Identify areas for cost reduction and implement process improvements to enhance efficiency.
- Maintain robust risk and compliance practices to ensure regulatory adherence.
Requirements
- Minimum 8-10 years of experience in contact center operations, preferably in a leadership role.
- Proven track record of delivering results-driven initiatives and improving operational efficiency.
- Strong analytical and problem-solving skills, with ability to make informed decisions.
- Excellent communication and interpersonal skills, with ability to build strong relationships with stakeholders.
- Experience with telephony and workforce management software programs.
Technical Competencies
- Process improvement and automation.
- Employee engagement and development.
- Risk and compliance management.
- Quality assurance and training.
Why Join Us?
As a Senior Operations Manager at Hexaware Technologies, you will have the opportunity to work with a talented team, driving innovation and excellence in contact center operations. We offer a dynamic and challenging work environment, with opportunities for professional growth and development.
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