Senior Manager - Operations (HRO)

Job description

The incumbent will oversee operations in a premium contact center environment, ensuring the achievement of agreed SLAs and maintaining high levels of service quality. The individual will be responsible for managing a large team and monitoring their day to day activities. This position demands a seasoned professional with experience in background verification voice processes, capable of leading operational excellence in a dynamic, fast-paced setting. **Role & responsibilities** - Manage and lead a team of 150+ members with a direct span of control of 3-4. - Ensure SLA maintenance and quality assurance across operations. - Develop and implement strategic planning initiatives. - Handle crisis management and problem-solving activities. - Collaborate with senior management to align operations with business goals. - Monitor and analyze performance metrics to drive improvements. - Foster a positive work environment and team culture **Preferred candidate profile** - Minimum twelve (12) years of work experience with hands-on exposure working in background verification voice process - Excellent Communication skills to collaborate effectively within the team - Experience in managing a team size of at least 150 members - Graduate from recognized/full time college - Experience in US shifts. Interested candidates feel free to share your resume to vijayr17@hexaware.com