Operations Manager

About the Role

Hexaware Technologies is looking to add an Operations Manager in Hyderabad to oversee service delivery, client coordination, and large-team management in a BPO/service-delivery environment.

What You’ll Do

• Drive smooth process execution while consistently meeting core service metrics such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and quality targets.
• Serve as the main interface for client and stakeholder communication, including handling escalations and leading weekly and monthly performance review meetings.
• Lead sizable teams, including Assistant Managers and Team Leaders, while supporting hiring, coaching, mentoring, and attrition reduction efforts.
• Build and interpret performance dashboards in Advanced Excel to monitor operational productivity, shrinkage, and revenue leakage.
• Work closely with Training, Quality, Human Resources, and Workforce Management teams to remove bottlenecks and improve staffing efficiency.
• Identify opportunities to automate work and streamline processes so operational costs can be lowered while the business scales.
• Maintain strict adherence to data security requirements, company policies, and applicable legal/regulatory obligations across floor operations.

Requirements

• A bachelor’s degree in Business, Management, or a related discipline.
• At least 8 years of relevant experience in BPO or a comparable service-delivery setting.
• Several years of experience in a leadership capacity managing teams and operations.
• Strong hands-on ability with Advanced Excel and reporting/dashboard preparation.
• Experience in handling client escalation management, performance reviews, and operational governance.
• Familiarity with shrinkage control, attrition management, and revenue leakage tracking.

Additional Information

Please share your resume at Bhawnas1@hexaware.com or contact 6260351725.

Regards, Bhawna