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    Assistant Manager - Maharashtra, India - Hexaware BPS Careers

    Hexaware BPS Careers
    Hexaware BPS Careers Maharashtra, India

    1 week ago

    Default job background
    Upper Management / Consulting
    Description

    Education

    Mandatory: Graduates from any stream

    Desirable:


    • Minimum 2 year of work experience in a Domestic Premium segment Voice/Chat Program, as an Assistant Manager


    • Prior experience in managing excellent customer centricity is desired

    Experience


    • Needs to be high on responsibility and ownership


    • Should have managed multiple processes and ensured delivery within timelines


    • Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost


    • Extensive experience with telephony and workforce management software programs


    • Experience required with inbound/outbound contacts and back office preferred - experience integrating multiple channels into a service model


    • Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit;


    • Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities.


    • A commitment to being attentive, persistent, and flexible. Also protective of the integrity and purpose of our organization

    Technical Competencies:


    • Ensure ownership for workplace (resolution of all admin, tech issues, etc.)


    • Enable people to excel through grooming and regular feedback


    • Derive valuable insights for improvement through innovation


    • Set up and sustain a robust quality and training framework within teams


    • Increase people engagement, ensure communication and feedback


    • Value Added Services /process improvement leading to business benefits


    • Ensure robust risk and compliance practices maintained


    • Participate in selection process to ensure the right talent is selected in a timely manner


    • Ensure transparency and adequate communication across all levels


    • Maintain a no surprise /nonpolitical atmosphere and take active steps to stop anyone indulging in gossip


    • Create an environment that encourages people to deliver and excel through performance Management systems


    • Manage and exceed client expectations


    • Resolve and/or escalate employee grievances in a timely manner

    Soft Skills:


    • Should express excellent leadership qualities and spearhead the team.


    • Excellent English verbal communication skills enabling client expectation management

    Others


    • Customer / Partner / Client First Attitude


    • Ensure that a smooth relationship is maintained between the company and the client


    • Appraise the client on the happenings at Hexaware BPS whenever necessary


    • Deliver the data requested by the client in appropriate timings


    • Demonstrate business benefits to the clients


    • Ensure governance mechanism and adherence


    • Ensuring smooth transitions /migrations wherever there is


    • Communicate company vision, mission, and goals. Ensure complete alignment of the functional / service line teams to overall company objectives.


    • Champion Hexaware culture by role modeling behaviors


    • Create a work environment that nurtures and supports diversity and has an inclusive work culture


    • Ensure productive work relationships are established with all relevant internal functions


    • Ensure data confidentiality, integrity and protection of company's intellectual property

    Mandatory:


    • Adherence to company policies, rules and regulations


    • To follow quality processes thoroughly using checklist standards.

    Responsible for complying with all QMS and ISMS Policies and procedures.

    Work location : Nagpur (Relocation cases accepted)

    Interested candidates can send their CV's on with Subject line : Assistant Manager or call on

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