Opening_ Operations Manager_ Hyderabad

Job description

**Greetings from Hexaware Technologies!!!** **We are hiring for Operations Manager** **Key Responsibilities -** **Service Delivery & SLA Management: Ensure seamless execution of processes by meeting or exceeding metrics like Average Handle Time (AHT), Customer Satisfaction (CSAT), and Quality.** **Client & Stakeholder Relations: Act as the primary point of contact for clients, manage escalations, and lead weekly/monthly performance reviews.** **Team Leadership: Manage large teams (including Assistant Managers and Team Leaders), overseeing hiring,mentoring, and attrition control.** **Data Analysis & Reporting: Create and analyze performance dashboards using Advanced Excel to track operational efficiency, shrinkage, and revenue leakage.** **Cross-Functional Collaboration: Partner with internal departments like Training, Quality, Human Resources, and Workforce Management (WFM) to resolve bottlenecks and optimize staffing.** **Process Improvement: Identify areas for automation and efficiency, reducing operational costs while scaling services.** **Compliance & Security: Ensure floor operations strictly adhere to data security standards, corporate policies, and legal/regulatory frameworks.** **Required Criteria -** **Education: Bachelors degree in Business, Management, or a related field.** **Experience: 8 years of relevant experience in Business Process Outsourcing (BPO) or a similar service delivery domain, with multiple years in a leadership role.** **Interested can share resume on -** **Bhawnas1@hexaware.com** **6260351725** **Regards** **Bhawna**