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Hexaware Technologies
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Customer Service Domestic Voice Manager-BPS

Customer Service Domestic Voice Manager-BPS

Hexaware Technologies

12 - 15 years

5 - 9 Lacs

mumbai pune chennai

Posted:1 week ago| Platform:

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Skills Required

customer service bpo operations management bps e commerce hr workforce planning automation operations customer satisfaction leadership non voice business growth process automation finance

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

Identify and implement process automation and digitization initiatives to enhance operational efficiency and productivity.

Contribute to the development and implementation of training programs to upskill and develop the operations team.

Qualification:

Bachelor's degree or equivalent in a relevant field

Minimum of 12-15 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

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Hexaware Technologies

IT Services and IT Consulting

Navi Mumbai Maharashtra

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Customer Service Domestic Voice Manager-BPS