Assistant Manager – back Office Internation Process- Day Shift
Position: Assistant Manager-Ops
Graduate from a recognized university
Location : Mumbai – Vikroli Plant 5
Minimum 4-6 years of experience in an International BPO
Should have team handling experience for minimum 1.6 years
Monitoring Service Levels – Periodic collection and analysis of data received.
Daily work allocation
Proactively managing performance and enhancing performance of team based on SLAs
Attendance, rostering and leave management for respective team.
Responsible for maintaining and achieving team SLA targets. Facilitates and coordinates all team requirements.
Works closely with Team Managers to drive team processes, production requirements to meet/exceed customer requirements (SLAs).
Timely escalation of people issues to Team Supervisors / TM of issues/complaints.
Identification of soft skills training needs and responsible for Process Training of employees
Managing and escalating System Downtime/Issues
Performance Management monitoring, providing timely feedback on poor performance within the team
Motivates and builds the skills of the team , Monitoring performance and guiding the team
Guides and coaches employee
Building relationship within his team, People Development while maintaining discipline within team
Implementing corrective actions as required
Managing attrition levels within the team
Responsible for proactively managing service delivery and providing outstanding levels of quality service delivery that are in line with WNS service delivery standards and client/customer expectations to ensure high customer satisfaction levels.
- : INR 4,00,000 - 6,00,000 P.A.
- : N.A
- : WNS GLOBAL SERVICES PRIVATE LIMITED WNS (Holdings) Limited (NYSE: WNS) is a leading global Business Process Management (BPM) company. WNS offers business value to 200+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Healthcare, Insurance, Manufacturing, Media and Entertainment, Professional Services, Retail &Consumer Packaged Goods, Telecom and Diversified Businesses, Shipping and Logistics, Travel and Leisure and Utilities. WNS delivers an entire spectrum of business process management services such as customer care, finance and accounting, human resource solutions, research and analytics, technology solutions, and industry-specific back-office and front-office processes. We enable our clients to OUTPERFORM by transforming their business processes with domain expertise, partnership approach and global delivery capability. For further information, please visit http://www.wns.com
- : permanent