Job Description

Roles and Responsibilities

Job Title/Designation:

Hexaware is Looking For Manager Operations Chennai

Job Description:

Job description- Process Manager

Position Objective

The incumbent would be part of the team and the primary responsibility will be to monitor the team, interact with TL/Client, attending Client calls, SMR, and other important meetings, deal with Client/team issues, review reports prepared by TL, ensure that the process is metrics-driven and provide guidance to the TL and team and suggest changes as and when necessary in order to improve the process.

Education Mandatory: Graduates from any stream

Vertical: Background Verification

Desirable:

Minimum 8-10 year of work experience in Voice Program (Inbound & Outbound) from premium contact centers (International Process)
Minimum 5 years of work experience in an International Premium segment Voice Program (Inbound & Outbound), With a minimum of 1 year as an operations manager
Experience

Minimum of 1 year as an operations manager
Needs to be high on responsibility and ownership
Should have managed multiple processes and ensured delivery within timelines
Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost
Extensive experience with telephony and workforce management software programs
Experience required with inbound/outbound contacts - experience integrating multiple channels into a service model
Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit;
Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities
A commitment to being attentive, persistent, and flexible. Also protective of the integrity and purpose of our organization

Soft Skills:

Should express excellent leadership qualities and spearhead the team.

Excellent English verbal communication skills enabling client expectation management

Note: Looking for Manager from Inbound & Outbound International Process,