Job Title General Manager – Operations Department Operations / Customer Service
Location Call Centre / BPO Reports To Vice President Operations / Business Head
/ Director Operations/SR. General Manager – Operations Job Summary The General
Manager – Operations is responsible for leading and managing end-to-end call
centre operations to ensure service excellence, operational efficiency, client
satisfaction, and achievement of business targets. This role oversees
performance delivery across customer service, productivity, quality, compliance,
workforce planning, and people management while driving continuous improvement
initiatives. Key Responsibilities Operational Management • Lead day-to-day call
centre operations across inbound, outbound, email, chat, or blended processes. •
Ensure achievement of key operational metrics such as service level, average
handling time, customer satisfaction, quality scores, first call resolution, and
productivity. • Monitor overall process performance and take corrective actions
to meet business goals. • Drive operational excellence through standardization,
process optimization, and continuous improvement.

📌 General Manager (India)
🏢 Hexaware
📍 India