About this role
The Senior Manager - Operations will be responsible for overseeing and managing the end-to-end operational performance of an international Business Process Outsourcing (BPO) unit, specifically supporting an E-commerce client. This role requires extensive experience in managing large teams across both Voice and Non-Voice (Chat) customer support channels. The manager will drive strategic initiatives, ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met, and foster a culture of continuous improvement and operational excellence. Diversity Candidate is a mandate
Key Responsibilities 1. Operational Management & Performance SLA & KPI Achievement: Own and ensure consistent achievement of critical operational metrics, including: Customer Satisfaction (CSAT) / Net Promoter Score (NPS) Service Level (SL) and Abandon Rate (for Voice) Average Handle Time (AHT) / First Contact Resolution (FCR) * Quality Score and Productivity/Occupancy
Other facts
About HEXAWARE
At Hexaware, we're not just a global technology and business process services company; we're a community of 31,600+ Hexawarians dedicated to one singular purpose: creating smiles through the power of great people and technology. With a presence in 58 offices across 28 countries, we empower enterprises worldwide to embark on their digital transformation journey with unparalleled scale and speed.
As an employer, we're more than just a workplace. We put our people first, foster diversity and inclusivity, and prioritize their growth through robust learning and development programs. Our culture is a canvas for innovation as we work toward our shared vision of becoming the world’s most loved digital transformation partner.
Exciting, isn’t it? Visit www.hexaware.com to join us in embracing the magic of technology, as we passionately advocate for its potential to transform lives today and shape a brighter future. Together, we'll make the digital world a better place.
What you'll do
- The Senior Manager will be responsible for overseeing and managing the end-to-end operational performance of an international BPO unit supporting an E-commerce client. This includes driving strategic initiatives and ensuring consistent achievement of SLAs and KPIs across Voice and Non-Voice channels.
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