General Manager - Operations

The Operations Leader is responsible for managing and overseeing the day-to-day operations of a contact center with 400 to 500 FTEs across multiple locations. This role ensures efficient and effective delivery of services to a multinational client in the travel, hospitality, retail, or e-commerce industry. The Operations Lead will lead a team of supervisors and managers, ensuring adherence to operational standards, quality metrics, and client requirements

Role & responsibilities

• Lead and manage a team of supervisors and managers overseeing the contact center operations, ensuring adherence to operational standards, quality metrics, and client requirements.
• Develop and implement strategies to optimize workforce management, including scheduling, forecasting, and staffing to meet service level agreements and client expectations.
• Monitor and analyze key performance indicators (KPIs) related to customer satisfaction, service levels, productivity, and quality, and implement corrective actions as needed.
• Collaborate with cross-functional teams, such as training, quality assurance, and workforce management, to identify and address operational challenges and implement process improvements.
• Ensure compliance with relevant laws, regulations, and company policies related to data privacy, information security, and workplace safety.
• Manage and resolve escalated customer issues, complaints, and concerns in a timely and professional manner.
• Develop and implement continuous improvement initiatives to enhance operational efficiency, productivity, and customer experience.
• Foster a positive and motivating work environment that promotes employee engagement, development, and retention.
• Participate in client meetings and presentations, providing updates on operational performance and addressing any concerns or requirements.
• Identify and implement best practices and industry trends to maintain a competitive advantage and deliver exceptional customer service.

Preferred candidate profile

• Bachelor's degree
• Proven experience of 15 to 20 years in contact center operations, preferably in the travel, hospitality, retail, or e-commerce industry.
• Strong leadership, communication, and interpersonal skills with the ability to manage and motivate teams effectively.
• Proficiency in data analysis, problem-solving, and decision-making abilities.

Interested candidates, please feel free to share your resume to vijayr175975@hexaware.com