General Manager

4 days ago

Navi Mumbai, Maharashtra, India Hexaware Technologies Full time ₹ 15,00,000 - ₹ 20,00,000 per year

The Operations Leader is responsible for managing and overseeing the day-to-day operations of a contact center with 400 to 500 FTEs across multiple locations. This role ensures efficient and effective delivery of services to a multinational client in the travel, hospitality, retail, or e-commerce industry. The Operations Lead will lead a team of supervisors and managers, ensuring adherence to operational standards, quality metrics, and client requirements

Role & responsibilities

  • Lead and manage a team of supervisors and managers overseeing the contact center operations, ensuring adherence to operational standards, quality metrics, and client requirements.
  • Develop and implement strategies to optimize workforce management, including scheduling, forecasting, and staffing to meet service level agreements and client expectations.
  • Monitor and analyze key performance indicators (KPIs) related to customer satisfaction, service levels, productivity, and quality, and implement corrective actions as needed.
  • Collaborate with cross-functional teams, such as training, quality assurance, and workforce management, to identify and address operational challenges and implement process improvements.
  • Ensure compliance with relevant laws, regulations, and company policies related to data privacy, information security, and workplace safety.
  • Manage and resolve escalated customer issues, complaints, and concerns in a timely and professional manner.
  • Develop and implement continuous improvement initiatives to enhance operational efficiency, productivity, and customer experience.
  • Foster a positive and motivating work environment that promotes employee engagement, development, and retention.
  • Participate in client meetings and presentations, providing updates on operational performance and addressing any concerns or requirements.
  • Identify and implement best practices and industry trends to maintain a competitive advantage and deliver exceptional customer service.

Preferred candidate profile

  • Bachelor's degree
  • Proven experience of 15 to 20 years in contact center operations, preferably in the travel, hospitality, retail, or e-commerce industry.
  • Strong leadership, communication, and interpersonal skills with the ability to manage and motivate teams effectively.
  • Proficiency in data analysis, problem-solving, and decision-making abilities.

Interested candidates, please feel free to share your resume to

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