Hexaware Technologies
Telecom Manager-BPS
India12+ yrsPosted 3 weeks ago
Skills
Leadership
Job description
Job Responsibilities :
- Manage a diverse team of 150 to 200 FTEs, fostering a collaborative and inclusive work environment that promotes professional growth and development.
- Monitor and analyze key performance indicators (KPIs) related to customer service, identifying areas for improvement and implementing data-driven solutions.
- Develop and implement operational strategies, policies, and procedures to streamline processes, enhance efficiency, and improve overall customer satisfaction.
- Collaborate with cross-functional teams to ensure alignment and seamless integration of customer service strategies with overall business objectives.
- Oversee the recruitment, training, and development of customer service representatives, ensuring they have the necessary skills and knowledge to deliver exceptional service.
- Manage resource allocation, workforce planning, and capacity management to ensure optimal staffing levels and operational efficiency.
- Represent the organization at client engagements, building strong relationships and ensuring customer satisfaction and retention.
- Stay up-to-date with industry trends, best practices, and emerging technologies to continuously enhance customer service operations.
Job Responsibilities :
- Experience in leading and managing inbound customer service teams across multiple regions and cultures.
- Proven ability to drive process improvements and implement innovative solutions to enhance operational efficiency and customer satisfaction.
Criteria :
(Must have)
- Graduate/Post Graduate
- Minimum 12 years of relevant experience in managing domestic inbound customer service operations with a deep understanding of cultural nuances and regional regulations.
- Proven ability to manage inbound customer service operations and handle complex customer inquiries.
- Strong team management experience
Criteria :
(Desired)
- Excellent leadership and people management skills with the ability to motivate and inspire teams.
- Proficiency in multiple languages would be an added advantage.