General Manager

24 hours ago

Coimbatore, Tamil Nadu, India Hexaware Technologies Full time

The General Manager-Operations is responsible for overseeing and managing the day-to-day operations of the customer service vertical. Lead a larger team ensuring efficient and effective service delivery to customers through both voice and non-voice channels with strong leadership, operational excellence and a deep understanding of customer service best practices.

Role & responsibilities

  • Manage and lead a team of 400 to 450 employees, providing guidance, coaching, and support to ensure effective service delivery.
  • Manage and monitor key performance indicators (KPIs), service level agreements (SLAs) & manage the site's profit and loss (P&L)
  • Oversee the operations of the customer service vertical, including inbound customer service, voice, non-voice, email, chat support, domestic and international operations.
  • Develop and implement strategies to enhance customer satisfaction, improve operational efficiency, and drive continuous improvement.
  • Collaborate with cross-functional teams, such as human resources, training, and quality assurance, to ensure seamless operations and employee development.
  • Manage resources effectively, including staffing, budgeting, and forecasting, to ensure optimal resource utilization and cost-effectiveness.
  • Ensure compliance with company policies, procedures, and regulatory requirements.
  • Foster a positive and inclusive work environment, promoting employee engagement, development, and retention.

Preferred candidate profile

  • Minimum 15 years of work experience, primarily in the customer service vertical.
  • Graduate/Post Graduate
  • Proven leadership and people management skills, with the ability to manage a large team effectively.
  • Proficiency in languages such as English, Tamil/Malayalam as primary and also good to know of Telugu and Kannada

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