Senior Operations Manager

5 days ago


Navi Mumbai, Maharashtra, India Hexaware Technologies Full time

Company Overview

Hexaware Technologies is a leading provider of information technology services and consulting. We specialize in delivering end-to-end IT services, leveraging cutting-edge technologies to drive business outcomes.

We are committed to helping our clients achieve their digital transformation goals through strategic partnerships, innovative solutions, and exceptional service delivery.

Job Description

The Senior Operations Manager will be responsible for overseeing a team dedicated to managing social media and email communications, focusing on Online Reputation Management (ORM) and handling complaints and escalations.

This role requires a proactive individual who can effectively lead a team, ensuring customer satisfaction and maintaining a positive online presence.

The Senior Operations Manager will work closely with senior management to develop strategies that enhance customer experience and resolve issues efficiently.

Key Responsibilities:

  • Lead and manage a team responsible for monitoring and responding to social media and email communications.
  • Ensure that all team members are trained and equipped to handle customer interactions professionally and effectively.
  • Oversee Online Reputation Management activities, ensuring that the company maintains a positive image across all social media platforms.
  • Develop strategies to address and resolve negative feedback promptly and constructively.

Required Skills and Qualifications

To succeed in this role, you will need:

  • Bachelor's degree in a relevant field or 12+ years of full-time education.
  • Minimum of 1 year of experience as a team lead in a similar role.
  • Overall 5 years of work experience in a related field with a minimum of 1+ years of experience as a team handler.
  • Domain expertise in Premium segment Voice/Email/Chat/ORM programs.


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