Hexaware hiring For Assistant Manager - International BPO Mandatory

Assistant Manager - Operations

Job Summary

The Assistant Manager - Operations will support the day-to-day management International Voice and Chat operations, ensuring excellent customer service, achievement of client KPIs, and effective team performance. The role involves team management, process adherence, productivity improvement, and client coordination.

Key Responsibilities

• Manage daily operations and ensure service level targets are achieved.
• Monitor team performance, productivity, and quality metrics.
• Coach and develop Team Leaders and Advisors to improve performance.
• Handle escalations and ensure customer satisfaction.
• Support workforce planning, scheduling, and capacity management.
• Analyze operational reports and implement process improvements.
• Coordinate with clients and internal stakeholders to meet business objectives.
• Ensure compliance with QMS, ISMS, and company policies.

NOTE - On paper Atleast 1 year of international Assistant manager experience is Mandatory

Eligibility

• Graduate in any discipline.
• 5+ years of experience in Customer Service/BPO operations.
• Minimum 1-2 years of experience as Team Leader or Assistant Manager.
• Strong people management, coaching, and client interaction skills.
• Excellent communication and problem-solving abilities.

Shift Details

• Timing: 08:00 AM to 05:00 PM
• Week Off: Saturday & Sunday (Fixed Off)

Preferred Experience: Voice/Chat Process, Customer Service Operations, Team Management, Client Handling, Workforce Management

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