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Senior Manager

2 weeks ago

Bhopal, Madhya Pradesh, India Hexaware Technologies Full time US$ 90,000 - US$ 1,20,000 per year

We are looking for an experienced and strategic Senior Manager Operations to oversee and drive the success of e-commerce BPO processes (voice and non-voice) with a large headcount. This role demands a leader with a minimum of one year in a Senior Manager role, managing BPO operations, and possessing deep expertise in managing large-scale operations, operational excellence, client and stakeholder management, strategic planning and execution, and resource and workforce management.

Role & responsibilities

  • Provide strategic leadership and oversight for the e-commerce BPO operations, ensuring efficient and effective delivery of voice and non-voice processes.
  • Drive operational excellence by continuously improving processes, implementing best practices, and fostering a culture of continuous improvement.
  • Manage client relationships and stakeholder expectations, ensuring high levels of customer satisfaction and proactive communication.
  • Develop and execute strategic plans to achieve operational objectives, optimize resource utilization, and drive business growth.
  • Lead and mentor a large team of operations professionals, fostering a collaborative and high-performing work environment.
  • Analyze operational data and metrics to identify areas for improvement and make data-driven decisions.
  • Manage resource allocation, workforce planning, and capacity management to ensure optimal staffing levels and operational efficiency.
  • Collaborate with cross-functional teams, such as IT, HR, and Finance, to align operations with organizational goals and strategies.

Preferred candidate profile

  • Bachelor's degree or equivalent in a relevant field
  • Minimum of 12 years of experience in operations management, with at least one year in a Senior Manager role managing BPO operations
  • Proven track record of leading and managing large-scale operations teams
  • Excellent communication, leadership, and problem-solving skills
  • Experience in the e-commerce industry or related domains

Interested candidates please feel free to share your updated resume to