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190 Hexaware Technologies Jobs

Senior Manager - BPO Operations - Navi Mumbai

12-16 years

Navi Mumbai

1 vacancy

Senior Manager - BPO Operations - Navi Mumbai

Hexaware Technologies

posted 29d ago

Job Description

The incumbent would be part of the team and the primary responsibility will be to lead and manage the process 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.


Role & Responsibilities -

  • Providing Necessary Technical Leadership at Account level
  • Driving and Implementing Changes - Ensuring Process Improvements (Re-engineering)
  • Setting Goals/ KRAs for The Process and for Resources
  • Analyzing and Forecasting Business Trends Followed by Planning for The Same
  • Defining and Understanding Client Requirements and Aligning Processes to Fulfil the Same
  • Handling Client Calls - Daily/ Weekly or as Needed
  • Collecting Data for Billing Purposes - Number of Transactions, Production Man Hours Etc.
  • Reviewing and Analyzing Process Metrics for All Processes In The Account
  • Creating and Presenting SMRs Every Month
  • Creating and Sending Monthly Reports to Senior Management
  • Signing Off Daily Dashboards
  • Resource Estimation/ Planning On a Regular Basis
  • Developing Retention Strategies
  • Conducting Skip Level Meetings
  • Ensuring QMS Compliance for All Processes Handled - Following of Quality Processes Thoroughly - Checklists, Standards Etc.
  • Coordinating Billing Activities with Finance Department
  • Creating And Updating The Process Plan


Preferred candidate profile

  • Overall 12-14 years of relevant industry experience
  • Minimum 2+years in Complaints Management Desk in an International Contact Centre
  • Strong knowledge and experience with ORM (Online Reputation Management)
  • Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost
  • 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
  • Experience required with inbound/outbound contacts and back office preferred - experience integrating multiple channels into a service model.


Perks and benefits - As per company norms.


If interested, share your profiles on VijayR175975@hexaware.com



Employment Type: Full Time, Permanent

Read full job description

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Top Hexaware Technologies Senior Manager Interview Questions

Q1. Intersection of Two Arrays II Given two integer arrays ARR1 and ARR2 of size N and M respectively, find the intersection of these arrays. A ... read more
Q2. Program to find second largest number from set of array
Q3. Kth Largest Element Problem Given an array containing N distinct positive integers and a number K , determine the Kth largest element in th ... read more
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What people at Hexaware Technologies are saying

3.2
 Rating based on 14 Senior Manager reviews

Likes

Has the potential to scale up.

  • Company culture - Good
  • +1 more
Dislikes

Hexaware IT is Hexaware. Hexaware BPO is Caliber Point. Hexaware IT seems top class. The BPO section feels like their entire life was spent in the LOMA & MBP radius hence hasn’t kept pace with the outsourcing industry at all. There is resistance to change. Resistance to adapt. An extremely slow career path program that promotes medio..Read More

  • Salary - Poor
  • +2 more
Read 14 Senior Manager reviews

Senior Manager salary at Hexaware Technologies

reported by 120 employees with 8-24 years exp.
₹10 L/yr - ₹37 L/yr
At par with the average Senior Manager Salary in India
View more details

What Hexaware Technologies employees are saying about work life

based on 6k employees
63%
72%
66%
72%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Hexaware Technologies Benefits

Submitted by Company
Group Mediclaim Insurance
Skill Upgradation
Paid time off
Rewards and Recognition
Submitted by Employees
Cafeteria
Work From Home
Job Training
Soft Skill Training
Health Insurance
Free Transport +6 more
View more benefits

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Hexaware Technologies Navi Mumbai Office Locations

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Navi Mumbai Office
Headquarter
Hexaware Technologies Ltd, 152,Millennium Business Park, Sector lll, ‘A’ Block, TC Industrial Area, Mahape Navi Mumbai
Maharashtra 400710
Navi Mumbai Office
Hexaware Technologies Ltd., 152, Millennium Business Park, Sector - lll, ‘A’ Block, TTC Industrial Area, Mahape Navi Mumbai
Maharashtra 400710

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