Manager ORM

Urgent Openings for ORM Manager Operations_ Hexaware Technologies

Mandatory: Graduates from any stream

Desirable:

.

• Minimum 5 year of work experience in a Domestic/International Premium segment Voice/Email/Chat/ORM Program, with minimum of 2+ year as an Operation Manager
• Prior experience in managing excellent customer centricity is desired

Experience

• Minimum of 2+ year as a 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 and back office preferred - 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

Technical Competencies:

• Ensure ownership for workplace (resolution of all admin, tech issues, etc.)
• Enable people to excel through grooming and regular feedback
• Derive valuable insights for improvement through innovation
• Set up and sustain a robust quality and training framework within teams
• Increase people engagement, ensure communication and feedback
• Value Added Services /process improvement leading to business benefits
• Ensure robust risk and compliance practices maintained
• Participate in selection process to ensure the right talent is selected in a timely manner
• Ensure transparency and adequate communication across all levels
• Maintain a no surprise /nonpolitical atmosphere and take active steps to stop anyone indulging in gossip
• Create an environment that encourages people to deliver and excel through performance management systems
• Manage and exceed client expectations
• Resolve and/or escalate employee grievances in a timely manner

Interested candidates can share their CV's on RichaC1@hexaware.com or else can reach me on 7977141167