Job description -
• Manage a diverse team of 350 to 400 FTEs, fostering a collaborative and inclusive work setting 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.
• Experience in leading and managing international 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's -
• Graduate/Post Graduate
• Minimum 15 years of relevant experience in managing international customer service operations in a global context with a deep understanding of cultural nuances and regional regulations.
• Proven ability to manage international customer service operations and handle complex customer inquiries.
• Strong team management experience
• Excellent leadership and people management skills with the ability to motivate and inspire teams.
• Proficiency in multiple languages would be an added

📌 General manager bpo operations (Chennai)
🏢 Hexaware Technologies
📍 Chennai