Operations Manager - Customer Service Inbound

About Hexaware BPS

Hexaware BPS is a fully owned subsidiary of Hexaware Technologies Ltd, employing over 4000 people across locations including Navi Mumbai (Mahape), Chennai, Nagpur, as well as international sites such as the US, Mexico, and Russia. Leveraging a strong technology heritage, Hexaware is a rapidly expanding automation-driven provider of IT, BPO, and consulting services. The company employs innovative strategies including robotic process automation, hyper-converged technology, design thinking, and rapid prototyping to deliver tailored customer solutions and address market discontinuities effectively.

Role Summary

The Operations Manager will oversee the entire business workflow including leadership roles such as Assistant Managers and Team Leaders to ensure smooth operations, focusing particularly on premium customer service queues. This role involves delivering insights into operational teams based on real-time data and trend analysis to prioritize initiatives supporting key targets like volume reduction, first contact resolution (FCR), transactional and net promoter scores (TNPS, NPS), customer effort (CE), and cost efficiency.

Key Responsibilities

• Supervise multiple processes to guarantee timely delivery of outcomes.
• Utilize contact center metrics effectively to optimize staffing, enhance process efficiency, achieve goals, and manage operational costs.
• Bring in experience from multi-channel contact centers, preferably handling inbound and outbound interactions and integrating various channels into a seamless service model.
• Exhibit strong problem-solving, critical thinking, and communication abilities, paired with attention to detail and a collaborative approach.
• Manage diverse teams and prioritize multiple competing tasks effectively.
• Identify skill gaps within service line personnel and implement training or selection measures to close these gaps.
• Monitor average handle time closely to ensure resource optimization without compromising customer satisfaction.
• Ensure that all direct reportees define and communicate clear Key Result Areas (KRAs) and Key Performance Indicators (KPIs) downstream, so that every team member has measurable objectives.

Candidate Criteria

• Graduation in any discipline.
• Minimum 10 years of overall experience in the BPO sector, including at least 2 years managing voice-based programs in a contact center environment.
• Preferable experience handling premium customer segments.
• Strong leadership and people management capabilities.
• Excellent problem-solving skills.

Working Hours and Benefits

• Shift timing: 8:00 AM to 8:00 PM, totaling 9.5 working hours.
• Weekly off: Saturday and Sunday, constituting a 5-day workweek.