General Manager Operations - Customer Service Domestic Voice (BPS)

Role Overview Hexaware Technologies is looking for an experienced General Manager Operations to lead and manage end-to-end domestic voice call centre operations. The ideal candidate will be responsible for driving service excellence, ensuring client satisfaction, and achieving key business targets across customer service functions. This is a senior leadership role that demands strong operational acumen and the ability to manage large teams in a fast-paced BPO environment. Key Responsibilities - Lead day-to-day call centre operations across inbound, outbound, email, chat, and blended processes - Ensure consistent achievement of key operational metrics including service level, average handling time, CSAT, quality scores, and first call resolution - Monitor overall process performance and implement corrective actions to meet and exceed business goals - Drive operational excellence through standardization, process optimization, and continuous improvement initiatives - Oversee workforce planning, productivity management, and people development across the operations team - Collaborate with senior leadership including the Vice President of Operations and Business Head to align operational strategy with organizational objectives - Manage client relationships and ensure high levels of satisfaction through consistent delivery of SLA commitments Required Qualifications - Any graduate or postgraduate degree from a recognized university - 3 to 8 years of relevant experience in call centre or BPO operations with at least a few years in a managerial or senior leadership role - Strong understanding of BPO metrics, quality frameworks, and workforce management - Proven track record in managing large-scale customer service operations - Excellent communication, stakeholder management, and leadership skills Why Join Us Hexaware Technologies is a globally recognized IT services and consulting company that offers a dynamic and growth-oriented work environment. Joining this team means being part of an organization that values innovation, operational excellence, and continuous professional development.

- 3 to 8 years of experience in BPO or call centre operations - Prior experience in a General Manager or senior operations leadership role - Strong knowledge of service level management and operational KPIs - Expertise in process optimization and continuous improvement methodologies - Experience in workforce planning and performance management - Excellent stakeholder and client management skills - Any graduate or postgraduate qualification - Proficiency in outbound and inbound process management